Recent Articles
Leadership Desk
If a Customer Service Agent is unable to de-escalate a call for one of the reasons below, they will reach out to the Leadership Desk to take over the call. Supervisor Request Cinch Service Delay Service Provider Delay Claim Credit Dispute Replacement ...
Consumer Electronics Upsell Enrollment Process
Enrollment Process Before you enroll your customer into one of the Cinch Electronics plans, always perform an address search to verify they don't already have an electronics plan. Enter 'ci' in the Find field to quickly access the Client ID for CCHS ...
Re-Recruit Warm Call Script
CALL STAGE WHAT TO SAY NOTES/TIPS Greeting/Intro “Hi, this <Agent Name> calling from Cinch Home Services on a recorded line. How are you doing today?” PAUSE AND ENGAGE BRIEFLY “May I ask who I’m speaking with?” Use a friendly, professional tone. ...
Capacity Fill Script
CALL STAGE WHAT TO SAY NOTES/TIPS Greeting/Intro “Hi, this <Agent Name> calling from Cinch Home Services on a recorded line. Am I speaking with <Provider Name>?” Use a friendly, professional tone. Confirm you’re speaking with the decision-maker. ...
Voicemail Script
CALL STAGE WHAT TO SAY NOTES/TIPS Greeting/Intro “Hi, this <Agent Name> calling from Cinch Home Services.” Say clearly and confidently to establish credibility. Reason For Call “I’m reaching out to partner with your company to service our home ...
Popular Articles
Goodman Home Warranty
Cinch and Goodman have partnered to offer Goodman customers a customer centric home warranty program, branded Goodman Home Warranty. Goodman will also send out their own technicians to service specific appliance brands, only in the specific zip codes ...
Parts Procurement Note Template
These Note Templates are used when a Parts Procurement job needs to be created due to Sears, GE, or Whirlpool not being able to locate the needed part, the part was NLA through their suppliers, or are recommending a replacement. Customer Service ...
Part Line Statuses
When a customer calls in to follow up on the status of an ordered part/replacement, the agent will need to review the Service Job to verify where the part is coming from, if it has been ordered yet, and if there is an ETA to give. Who is supplying ...
GE Appliance Service Requests
Cinch has entered into a partnership with GE to better service our customers. GE will service our customer's GE brand appliances, which means that they will benefit by being served by only the highly trained, registered, GE Technicians and enjoy ...
Research Escalation: Creating Exception
The Research Escalation Exception is created when there is an escalated research request. Creating this exception notifies Parts Sourcing to review the request at a higher priority. This exception is ONLY to be created by Escalations, Authorization ...