APO: Script

APO: Script

Scripting/Handling

Greeting

“Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty Support Center> on a recorded line which may be monitored to improve quality. May I please speak with <Customer Name>?”

Call Explanation

“You recently requested service for your <Item>.

Due to the limited availability of <Cinch/Sears> Service Providers in your area you have been approved to take advantage of our Alternate Provider Option.

This allows you to select any licensed and insured local service company of your choice to ensure your service is handled in a timely manner.

I have sent detailed instructions, including reimbursement guidelines, to the e-mail address on file. Please look for an email from supportingdocuments@cinchhs.com with the subject line “Important update regarding your home warranty service request.”

I can also review the instructions with you now if you would like.”

If NO:

  1. Continue to Deductible Reimbursement

If YES:

  1. Read APO Customer Instructions​
  1. “Do you have any questions for me?”

o   If YES, answer questions

o   If NO, continue to Deductible Reimbursement

Customer Not Available

“I have sent instructions regarding a recent service request to the email on file. Please have <Customer Name> look for a message from Supporting Documents with the subject line Important update regarding your home warranty service request.”

Deductible Reimbursement

“I have also reimbursed your deductible (and surcharge if applicable). You should see that refund within 3-5 business days.

If you have any questions, please call us at:

  1. Sears 855-256-2467
  1. Non-Sears 800-432-1033

Is there anything else I can assist you with?”

Closing

" I'm glad we were able to update your service request and hope you have a great day."

REMINDER

DO NOT advise customers they will be reimbursed for ALL work done as it is dependent on contract coverage.

The e-mail sent includes all current instructions. No additional checklist/form will be sent.

Voicemail

Greeting

“Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty Support Center> calling for <Customer Name>. This message is regarding the Service Job for your <Item>.

We sent instructions regarding next steps to secure a service provider to the email on file.

Feel free to contact us at <CS Inbound Number> if you have questions about these instructions.

Thank you for being a valued customer.”

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