AIM for Empathy: Customer Service

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• Customer Service Talking Points

  Purpose Provide agents with approved empathy statements, response options, and communication guidance for common customer scenarios. These responses help ensure consistent, professional, and customer-focused interactions while setting clear ...

• Customer Service Call Flow

  Call Flow Script Scripting/Handling Greeting & Introduction “Thank you for calling: Cinch Home Services Sears Home Warranty Customer Service (ONLY when no Caller Screen Pop) My name is <Agent Name>, “To whom do I have the pleasure of speaking with?” ...

• 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 ...

• Customer and Service Provider Conference: Reassignment

  During a Reassignment, when calling out to a provider from Extended Zip/Service Locator or calling for an Emergency/Medical Emergency service request we must attempt to Conference the Customer with the Service Provider to schedule and capture the ...

• Service Expectations

  Most of our customers have a valid email and will receive email correspondence including their service request details. If a customer does NOT have a valid email or requests job info, we will offer to relay the full request details. Specific SPs may ...