Scripting/Handling

Greeting & Introduction

“Thank you for calling:

1. Customer Service

1. Sears Home Warranty

1. Customer Service (ONLY when no Caller Screen Pop)

My name is <Agent Name>,

1. “To whom do I have the pleasure of speaking with?”

1. “May I please have your first and last name?”

Start the HEART Beat

1. “How are you doing today <Customer Name>?”

1. “I’m glad you called so I may assist you.”

Identify Need

Initial Relevant Responses: Build Rapport

“<Customer Name>, what can I assist you with today?”

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1. “I understand how important it is to have a working <Item> and will be happy to create a Service Request for you.”

1. “I’m glad you called me today to help you with this, I know this is important to you.”

1. “I’m sorry to hear your <Item> is not working. Let’s go ahead and get some information to create a Service Request.”

Follow Up

1. “I’m sorry for the delay in resolving the issue with your <Item>. Let me pull up your Service Request so I can assist you further.”

1. “I would be happy to review your Service Request and provide next steps.”

Customer Verification

 Screen Pop

Contract Holder

Non-Contract Holder

“Is this for the property at <Street Address>?”

Example: 123 Main St.

“I see a different name on the contract. Please verify the contract holder’s name and your relationship to them”

“Please confirm the street address for this service.”

Customer Verification

 No Screen Pop

Contract Holder

Non-Contract Holder

“May I please have the cell phone number on the account?”

“May I please have the cell phone number on the account?”

“Is this for the property at <Street Address>?”

Example: 123 Main St.

“I see a different name on the contract. Please verify the contract holder’s name and your relationship to them.”

“Please confirm the full property address.”

Gathering Item Information

Failure Confirmation

1. “You advised your <Item> isn’t <Failure>, correct?”

Additional Details

1. “Can you tell me more about the issue your experiencing with your <Item>?”

1. "When did you first notice this problem?”

Item Specifics

1. Appliance

o   “Can you provide the brand, model, and serial number of your <Item>?”

o   “Where is the <Item> located in your home?”

1. HVAC

o   “Is this the only unit in the home?”

o   If NO:
“What part of the home does the system service?”

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Informed Silence

Use when you are researching or performing a task and want to let the customer know you will be on the line.

1. “<Customer Name>, there may be silence as I review your service order. Please know I will still be on the line if you have additional questions.”

Remember to refresh and remind the customer you are still working on their issue/request.

1. “<Customer Name>, I’m still working on your <Situation>, feel free to ask me any questions if you have them.”

NOTE: To improve customer engagement, it is best to reduce informed silence times.

Introducing Hold

Advise the customer why you are placing them on hold to set expectations.

1. “<Customer Name>, may I place you on hold to <Action being taken>?” 

Examples:

1. “Review the updates to your request.”

1. “Check the status of your part/replacement.”

1. “Review updates from the service provider.”

NOTE: Hold should not be used in normal service initiation scenarios.

Return From Hold

Thank your customer for holding/their patience, then provide an update of what occurred during the hold.

1. “Thank you for holding. I appreciate your patience while I <Action Taken>. I was able to contact <Service Provider> and they will be to schedule an appointment with you.”

1. “I appreciate you holding while I checked the status of the part needed for your washing machine. The technician expects to receive it by <Date> and will contact you to schedule a follow up appointment.”

NOTE: Your update becomes part of the call transcription auto-summary will create which eliminates the need for you to add that information in the notes. Remember to include additional information from an outbound call or call transfer as necessary.

Contact Information Verification

Verify when speaking to the Contract Holder

Verify Contact Information

1. “We send updates via text or email about your request. Has any information changed?”

No Email on File

1. “I see you don’t have an email on file to receive important updates, would you like to add one to your account?”

Deductible Payment Processing

COF Payment

1. “<Customer Name>, I see you have a card on file with the last 4 numbers of <XXXX>. May I use that to process your payment?”

1. If no COF, move forward with Secured Card Link

Deductible

1. "<Customer Name>, do I have your authorization to process the deductible payment of <Amount> for your Service Request today?”

NOTE: MUST speak with the card holder.

Service Order Expectations

“<Customer Name>, an email with your Service Job information has been sent which includes a link to your MyAccount Portal where you can review job status. You will receive a text message regarding scheduling assistance.”

Recap Actions Taken & Any Additional Assistance

New Service Request

1. “I’m glad we were able to create a Service Request for your <Item>. Is there anything else I can assist you with today?”

Follow Up

1. “I’m happy we were able to review the status of your <Request/Part/Replacement>. Is there anything else I can assist you with today?”

Closing With Value

1. “It was a pleasure speaking with you today and we appreciate your business. Thank you for calling <Cinch Home Services/Sears Home Warranty.>”

1. “Thank you for being a valued customer and taking the time to contact <Cinch Home Services/Sears Home Warranty>.”

1. “I’m glad you called <Cinch Home Services/Sears Home Warranty> and spoke with me today. Thank you so much for being our customer.”