AIM for Empathy: Customer Service

Click the Attachments below to download Job Aids.

• Related Articles

• 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 ...

• 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

  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 ...

• Service Job Life Cycle - CS