Scenario

Script

Customer does not know how to get card.

Customer: “Hi <Agent Name>, this is <Customer Name>. I’m calling regarding the Reward Card that I was supposed to receive as part of the warranty I recently purchased. Could you please tell me when it will arrive?”

Agent: “Thank you <Customer Name>. Have you received your welcome kit in the mail yet?”

1. If NO: “Typically, your welcome kit will arrive within 5-7 days of signing up for your warranty. Within that kit, you will find directions on how to register for your reward and terms of eligibility. Is there anything else I can assist you with today?”
   
1. If NO: “OK, thank you and have a great day. Goodbye.”
   
2. If YES: Address question.
   
2. If YES: “Please reference the section of your kit titled, “How to get your Reward Card”. This section will outline the steps needed along with date of eligibility. Is there anything else I can assist you with today?”
   
1. If NO: “OK, thank you and have a great day. Goodbye.”
   
2. If YES: Address question.
   

Customer attempts to register for their reward prior to their 90-day eligibility.

*Spark Energy Customers ONLY

Agent: “Were you able to successfully log on to www.mycinchrewards.com?”

1. If YES but received an error “Not able to register for reward yet”: “In order to be eligible to receive your reward card through our partnership with <Utility Company>, you must be an active customer with them for 90 days. Within your welcome kit under the section regarding registering for your reward, there is an eligibility date. Please let me know what that date is.”

Customer: “Yes, I see it here. It is <Date>.”

Agent: “I see the date you provided is not until <Date>. You will not be able to register for your rewards until that date. Once that date comes you simply log onto www.mycinchrewards.com and follow the prompts. Is there anything else I can assist you with today?”

1. If NO: “OK, thank you and have a great day. Goodbye.”

1. If YES: Address question.

Customer has followed instructions within Welcome Kit and not received further communication from partner.

Agent: “Were you able to log on to www.mycinchrewards.com?”

1. If YES: Agent will pull up mycinchrewards.com and follows the prompts asking customer to confirm info on each page. “Can you please confirm the following 1) contract number 2) zip code 3) email address?” (if customer refuses email address, agent to enter rewards@Cinch.com)

Customer: “Contract number XXXXXXXX, zip code XXXXX, email address customer@domain.com”

Agent: “OK, thank you <Customer Name>. I have validated this on our end, and you will receive an email with instructions to claim your reward. Is there anything else I can assist you with today?”

1. IF NO: “OK, thank you and have a great day. Goodbye.”

1. IF YES: Address question.

Customer does not have an email address to be able to redeem their $25 reward card through the URL/Website in the welcome kit.

Agent: “Ok, that’s not a problem. I can help you get your $25 Reward Card. I will just need the contract number found in your Welcome Kit and your zip code.” (If the customer has multiple warranties with a $25 Reward Card, make sure to get the Contract Number for each warranty and help them redeem each one).

Agent goes to mycinchrewards.com and enters the appropriate information required to redeem their $25 Reward Card(s). An email address of rewards@Cinch.com will be used for the customer’s email address. A weekly file will be sent to our reward card vendor. And since the customer does not have a valid email address, our partner will automatically mail a letter to the customer providing them with instructions on how to access their $25 Reward Card(s).

Agent: “Since you do not have an email address, I have manually requested your $25 Reward Card(s) for you. Within 5 to 7 business days, you will receive one (or two for multiple warranties) letters in the mail with instructions on how to redeem your $25 Reward Card(s). Simply follow those instructions to redeem your $25 Reward Card(s), no email is required. Once you’ve done this, your $25 Reward Card(s) will be shipped to you. Is there anything else I can assist you with today?”

1. If NO: “OK, thank you and have a great day. Goodbye.”

1. If YES: Address question.

Home Service Plans claim code is invalid.

Agent: “Sorry, <Customer Name>. I apologize for the inconvenience. To help get this resolved quickly, our reward card partner will handle all customer service that is needed for your reward. Please refer to your email confirmation to contact their customer service. Is there anything else I can assist you with today?”

1. If NO: “OK, thank you and have a great day. Goodbye.”

1. If YES: Address question.

Reward card invalid from reward card partner.

Agent: “Sorry, <Customer Name>. I apologize for the inconvenience. To help get this resolved quickly, our reward card partner will handle all customer service that is needed for your reward. Please refer to the back of your reward card to contact their customer service. Is there anything else I can assist you with today?”

1. If NO: “OK, thank you and have a great day. Goodbye.”

1. If YES: Address question.

Customer has not received response from reward card partner.

Customer contacted reward card partner customer service outside of business hours M-F 9am-5pm EST.

Agent: “Sorry, <Customer Name>. I apologize for the inconvenience. May I ask how long ago you reached out to their customer service?”

Customer: “I reached out to them over the weekend.” [or other variation outside of business hours]

Agent: “Thank you for the additional detail, it appears you contacted our reward card partner outside of their business hours. They can be reached any time Monday through Friday from 9am-5pm Eastern Standard Time. If you are still unable to reach them during their business hours, please do not hesitate to contact us.  Is there anything else I can assist you with today?”

1. If NO: “OK, thank you and have a great day. Goodbye.”

1. If YES: Address question.

Customer unable to reach reward card partner during business hours M-F 9am-5pm EST.

Agent: “Sorry, <Customer Name>. I apologize for the inconvenience. May I ask how long ago you reached out to their customer service?”

Customer: “I reached out to them around noon yesterday.” (Weekday)

Agent: “Thank you for the additional detail, and again I do apologize for the delay. Please let me confirm a few things so we can follow up on the status of your request.”

Agent will confirm the customer’s First Name, Last Name, Email, and Phone Number, Issue. 

Agent: “Someone from our team will follow up with you via email within 24hrs, OK? Is there anything else I can assist you with today?”

1. If NO: “OK, thank you and have a great day. Goodbye.”

1. If YES: Address question.

Agent will email the customer’s information/issue to product team:

1. Juan Rodriguez – jprodriguez@cinchhs.com