Scripts
Tier 2 Call Flow
Agents are not required to give out their last names. If asked, please respond with the following: "Thank you for asking. I can give you my First Name as well as my Employee ID." (Employee ID=Agents Extension) If customer asks why, advise this is for ...
Authorizations Outbound Call Script
An outbound call is required when: A job has been denied/partially denied. Unless CA/IA and NOT an emergency Unintentional disconnect by agent. Unintentional disconnect by caller. Medical Emergency/High Risk updates are available. Non-Covered Charges ...
Dispatch Scripts: Live Call & Voicemail
Outbound To Service Provider Standard Use this script when attempting to locate a Service Provider that can service the Customer. Scripting/Handling Greeting “Hello, this is <Agent Name> calling from Cinch Home Services on a recorded line which may ...
Service Expectations
Service Expectations give the customer service request guidelines including the need to have someone at the home 18 years of age or older and the importance of confirming their appointment. Most of our customers have a valid email and will receive ...
Customer Service Disclaimers
Alternate Provider Option (APO) SCRIPT “<Customer Name>, our search for a Service Professional in your area is taking longer than anticipated. To expedite your Service Request, I can authorize you to contact a licensed and insured Service ...
Non-Renewal Script (Service Company Option)
Non-Renewal Script (Customer Name), the company (Cinch), like all organizations, review their business portfolio and make decisions to conduct business based on this. All businesses evaluate various factors when deciding to offer products or ...
Recording Disclosure & Outbound Calls
To ensure we do not violate wiretapping and privacy laws, we have a verbal call recording disclosure as part of our greeting scripts. These requirements apply to all inbound and outbound calls and are applicable to all clients and channels. Recording ...
Authorizations Call Flow
Call Flow Call Flow: Entering Report & Gathering Information Call Opening & SP Verification “Thank you for calling Authorizations. My name is <Agent Name>. To whom do I have the pleasure of speaking with?” “Okay, great <Caller Name>, and what company ...
Medical Emergency Script
Use the below scripting when setting proper expectations for the customer on a Medical Emergency Service Job: Expectation Setting Script “<Customer Name>, your request has been forwarded to a specialist who will contact you directly to further assist ...
Renewal into P3 Contract Rebuttals
If a cancellation request is received due to the warranty changes, use the following rebuttals: States Excluded from rebuttals: AK, ID, NC, and SC All other states: 2 rebuttal maximum Rebuttals Rebuttal One "I can appreciate your concern. In today's ...
Unauthorized Work Soft No Script
Use the below scripting when advising customers about unauthorized work. All States (Except Wisconsin) “<Customer Name>, your agreement covers the <Item> due to normal wear and tear when we are notified before the repairs are performed. As per the ...
Customer Damage Claim Script
Use the below scripts for Customer Damage Claims: Scripts Customer 3rd Party SP: “<Customer Name>, I’m sorry you have experienced damage to your <Item>, but I’m happy to assist you in processing this inquiry. The Service Professionals in our network ...
Reassignment Talking Points
Use the guidelines below to manage customer interactions regarding reassignments: Reassignment Timetable Trade/Product Type Standard Emergency/Medical Emergency HVAC-All Appliance-Refrigerators Plumbing-Water Heaters 2 Days Within 48 Hours ...
Extreme Weather or Natural Disaster - Delay in Service Script
After severe weather or natural disaster, customers may call in to place a Service Request. They may mention or advise damages could have been caused by a fire, storm, flooding, or other effects of a natural disaster. Failures due to weather/natural ...
Potential Recall: Script
Eligible Script: Eligible 180-Day Workmanship Script “As a benefit of your warranty, covered repairs are protected for 180 days. You will not be responsible for a new deductible if the problem is diagnosed to be the same covered failure from the ...
Customer Service Call Flow
Agents are not required to give out their last names. If asked, please respond with the following: "Thank you for asking. I can give you my First Name as well as my Employee ID." (Employee ID=Agent Extension) If customer asks why, advise this is for ...
Equipment Replacement-Customer Options Script
When offering options to a customer, the agent must be sure to advise the customer of all information so the customer can make the best decision for them. If the customer chooses the replacement option, be sure they have verified the measurements to ...
Sears Branded Script
All Sears calls should be branded at the opening and closing of the call as: Sears Home Warranty Support Center. Sears Home Warranty Support Center: Cinch associates Sears Solution Team: Sears associates Opening and Closing Opening Script “Thank you ...