Customer Service Call Flow

Customer Service Call Flow

Script

Scripting/Handling

Greeting & Introduction


“Thank you for calling:
  1. Cinch Home Services
  2. Sears Home Warranty
  3. Customer Service (ONLY when no Caller Screen Pop)
My name is <Agent Name>,
  1. To whom do I have the pleasure of speaking with?”
  2. May I please have your first and last name?”
Start the HEART Beat
  1. "How are you doing today <Customer Name>?
  2. "I'm glad you called so I may assist you."

Identify Need


Relevant Responses with Empathy


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

New Service Request
  1. "I understand how important it is to have a working <Item> and will be happy to create a Service Request for you."
  2. I'm glad you called me today to help you with this, I know this is important to you."
  3. 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 your further."
  2. "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>?"
  2. "When did you first notice this problem?"
Item Specifics:
  1. Appliance
    1. "Can you provide the brand, model, and serial number of your <Item>?"
    2. "Where is the <Item> located in your home?"
  2. HVAC
    1. "Is this the only unit in the home?"
    2. If NO:
      "What part of the home does the system service?"
Depending on Trade/Item, additional probing questions may be needed:


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?"
  2. If no COF, move forward with Secure Card Link.
Deductible
  1. "<Customer Name>, do I have your authorization to process the deductible payment of <Amount> for your Service Request today, <Date>?"
NOTE: MUST speak with the card holder.

Call Handling


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

Hold Procedure
  1. "<Customer Name>, may I place you on a brief hold while I <Action Taken>?"
  2. Return to Call:
    "Thank you for holding. I appreciate your patience while I <Action Taken>."
Examples:
  1. "Review the updates to your request."
  2. "Check the status of your part/replacement."
  3. "Review updates from the service provider."
NOTE: Please talk and type to improve customer engagement and reduce hold times. Hold should not be used in normal service initiation scenarios.

Contact Information Verification


Verify on
ALL calls


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?"

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 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>."
  2. "Thank you for being a valued customer and taking the time to contact <Cinch Home Services/Sears Home Warranty>."
  3. "I'm glad you called <Cinch Home Services/Sears Home Warranty> and spoke with me today. Thank you so much for being our customer."


Talking Points

Additional Conversation Points

Engagement: First Impression

  1. “I’m glad you called me today. Let’s see how I can help you.”

  2. “I truly understand how this is impacting you and want to make sure your <Item/System> is working.”

  3. “I would love to understand more about that.”

  4. "Great Question! I’ll be happy to find the answer for you.”

  5. “Glad cinch has you covered. How long have you been living in your home?”

Acknowledge

  1. “You made a smart decision by having a home warranty.”

  2. “I apologize, the part has been delayed and I will check the status for you.”

  3. “I’m sorry for this inconvenience and will review the job to better assist.”

  4. “I’m glad to see you like the replacement option.”

  5. “Thank you for your military service.”

  6. “Great decision asking about Whole Home Coverage. I will be happy to have you speak with one of our membership professionals who can assess your home needs.”

  7. “I understand how important it is to have your clothes washer working.”

Review

  1. “I’m reviewing the service job notes to make sure I have updated information for you.”

  2. “I’m reviewing your service order to see if the service provider submitted additional information.”

Value Statement

  1. “Thank you for being a valued customer.”

  2. “Thank you for trusting Cinch to assist with your <Item/System>.”

  3. “Smart Decision to have your system checked as we are going into <Winter/Summer>.”

  4. “Smart choice having a warranty with this PM benefit.”

  5. “So glad you contacted us to make sure your system is running effectively and prevent issues in the future.”

  6. “Congratulations on your new home and allowing Cinch to have you covered.”

  7. “Thank you for allowing me to assist you today.”

  8. “Thank you for choosing Cinch.”




Alert

Agents are not required to give out their last name. If asked, please respond with the following:


“Let me know when you are ready and I can provide my First Name as well as my Employee ID”


If the customer asks why, advise this is for employee security purposes.


(Employee ID = CXone Agent ID)

A screenshot of a computerDescription automatically generated





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