Do

Don’t

Listen to the customer: They may need to vent a little.

Take what the customer says personally: Remember, they are frustrated with their Service Job situation, not with you.

Take Ownership: Let the customer know that you are the one that will fix their issue and follow up until it is resolved.

Pass the buck: Customers don’t want bureaucracy; they want to know that they can trust you with their issue and don’t want to be frustrated by speaking to numerous people about the same thing.

Follow up: Make sure that if you commit to a call back, you do it. Even if you have to give the customer information about a coverage denial or have no updates, make sure you keep the customer in the loop.

Argue: Customers are sensitive, especially because there is an issue with their home.

Demonstrate that you understand the complaint.

Make unrealistic promises or guarantees.

Fact find: Make sure you have all of your facts before drawing conclusions.

Be afraid to ask for help: You will never be prepared to handle every Service Job scenario, so there are Supervisors, Managers, and Escalations Teams to assist!

Be clear about what will happen next: Set realistic expectations for the customer.

Make negative comments about our partners, clients, or processes: Doing so does not instill confidence in Cinch.

Capture all relevant information about the Service Job and the Customer.