CHS Media Policy and Guidelines
Our Media Relations Team often engages with print, broadcast and online reporters, or media in an effort to positively promote our organization and leadership. CHS also receives requests from media inquiring about customer concerns. To ensure all media requests are handled and routed properly, there is a specific Media Policy that must adhered to. Strict adherence to this policy helps preserve and enhance our relationship with clients, partners, and the media. Strict adherence to this policy helps preserve and enhance our relationship with clients, partners, and the media.
The Cinch Home Services' Media Relations Team is the ONLY department authorized to speak with the media.
Guidelines
- DO NOT provide any media with Cinch Media Relations Team contact information. Instead, reference verbatim scripting and provide the information from any media requests you receive to the Cinch Media Relations Team. Forward information received to the Media Relations Team.
- A reporter may try to press associates for information about the company or a customer concern, therefore it is imperative that associates follow the script provided and not offer additional information.
- Always be professional and polite when interacting with reporters.
- Media requests you may receive about customers or accounts should not be shares with anyone outside of your direct management team member and the Media Relations Team.
- Occasionally reporters are met at a social or non-work-related function. If you speak to a reporter, please be sure company business is not discussed.
- All requests for interviews, statements, or written responses from the media; requests for endorsements; or requests to give presentations in external settings (e.g. industry conferences, leadership forums, etc.) where media such as reporters or bloggers might be in attendance must have participation approved and content reviewed in advance by the Media Relations Team.
Media Call Script
Should you receive a all from a reporter or other media representative, you are required to follow the verbatim script:
"You have reached <Department Name> and I am not a spokesperson for the company. To better assist you, please let me gather some information so that I can forward your request to our Media Relations Team."
Gathering Information:
"May I have your name, organization, and contact information (phone and email) please?"
"Do you require a response within a specific time frame?"
"If this is regarding one of our customers, do you have their name and/or contract number?"
Close Call:
"Thank you for the information. I will forward it to our Media Relations Team right away so someone can respond to you. Thank you for calling Cinch Home Services and have a nice day."
Related Articles
Property Ineligible Guidelines
Below are the guidelines for handling existing contracts that are ineligible for coverage. Process and Guidelines Ineligible Reason Claims Present Contract Status & Scenario Required Action >Manufactured Homes built before 1976 and/or not permanently ...Power of Attorney (POA) Guidelines
A non-contract holder can make changes to an account if they possess Power of Attorney (POA). Before the non-contract holder with POA is authorized to make changes to an account, they must provide formal proof of POA. Once received, the offline team ...Homeowners Insurance Deductible Reimbursement (HIDR)
The Homeowner's Insurance Deductible Reimbursement is a benefit that allows homeowners reimbursement for all, or a portion of their deductible paid for a claim against their homeowner's insurance. Check the customer's contract to verify if HIDR is ...Call Transfer Procedures
There are 2 different ways to transfer a call, Warm Conference and Cold Transfer: Warm Conference: Agent stays on the line during the transfer to introduce the customer to the agent receiving the call and advise the agent of the situation. Cold ...Emergency Lodging Reimbursement (ELR)
Check the customer's contract to verify if ELR is included before discussing these benefits. Confirm we have a COVERED service report before offering ELR. Benefit Cinch will reimburse up to $1,200 for lodging expenses (hotel or motel stay) if the ...