Customer Service Talking Points

Customer Service Talking Points

Purpose

Provide agents with approved empathy statements, response options, and communication guidance for common customer scenarios. These responses help ensure consistent, professional, and customer-focused interactions while setting clear expectations and maintaining Cinch service standards.

Relevant Responses

Select responses based on the customer’s situation:

Initial Relevant Response

  1. "I’m glad you called me to help, as I know you rely on having a working [item]."

  2. "Thanks for calling today, so I can/may gather information to help set up a service appointment and get your [item/unit] working again."

  3. "I know how disappointing it can be when you expect to use your [item/system] and cannot. Let’s get some information so I can set up a service appointment.”

  4. “I know that was unexpected, and you did not plan to have your [item] not work right before your event/party/situation. Let’s get some information about your [item/system] and set up a service appointment.”

  5. “I can only imagine how much of an inconvenience this must be for you to not have your [item] working. Allow me to gather some information and get that service request in for you.”

  6. "I understand you were planning to use your [oven], and I am here to help get that taken care of. Let me gather some details so I can set up a service appointment."


Missed Appointment

  1. "I’m sorry no one showed up for your appointment, especially when you planned your day around it. Let me review what happened and get this back on track for you.”

  2. “I understand how frustrating that must be, especially after you waited for the service provider. This is not the experience Cinch wants for our customers, and I’ll look into how we can make this right.”

  3. "Thank you for your patience with the missed repair appointment, especially after setting aside time for it. I'll look into what happened and review next steps."

  4. " Missed appointments are not what we expect and apologize for the inconvenience. May I place you on hold while I review your service job and get scheduling options?"

  5. "Thank you for sharing this information, so I can understand how it is impacting you. Let me review what opportunities we have to move your job forward."

  6. “I understand the concerns you have and how vital your (item) is. Please allow me to place you on hold while I can see what I can do for you."


Delays

  1. “Two weeks without a working ice maker is inconvenient. I appreciate you letting us know, let me check and see how we can move things forward.”

  2. "Thanks for checking in - I know it’s not easy waiting for parts to come in. Let me look at the order and see when you can expect the next update.”

  3. “Thanks for explaining the situation. I’ll review this with the service provider to get next steps for you.” 

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

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

Customer Requesting a Supervisor Call Back

  1. "I absolutely understand your request to speak with a supervisor. So we can make the most of that call and avoid any delays, could you share a bit about what you’re hoping the supervisor can help resolve?"

  2. "I understand you’d like to speak with a supervisor. Please allow me a moment to see what I can do to help first, and if you still wish to speak with a supervisor after that, I’ll be happy to take care of it for you."

  3. " I hear that you’re requesting a supervisor. If you don’t mind, please allow me the opportunity to assist you first. If you’d still like to speak with a supervisor afterward, I’ll make sure that happens."

Preventive Maintenance

  1. “That's perfect timing, especially with summer coming up. We want to make sure your AC is working well for this season. Let me set that up for you.”

  2. “I'm glad you reached out for Preventive Maintenance. With the warmer days coming, it’s a great way to make sure your AC performs properly. Let’s take care of this for you.”

  3. “That's a smart move. Since summer is near, checking your AC now can really help avoid issues later. I’ll go ahead and assist you with setting this up.”

  4. “You're right to have this checked early. We want your AC to be ready and efficient when you need it most. Let me arrange this for you.”

  5. “The preventative maintenance is a great benefit of the warranty and a good way to ensure everything is working properly before colder weather sets in. I’d be happy to help set this up for you.”

  6. “Preventive maintenance really is that extra layer of peace of mind to ensure your [item/home] is ready for that next season. Allow me a moment to get that set up for you.”

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

Value Statements/Loyalty

  1. "You made a smart decision by having a home warranty." 

  2. "We are glad you choose Cinch to cover your home. How long have you been living there? "

  3. "Thank you for your military service."

  4. "Congratulations on your new home and for allowing Cinch to have you covered. We look forward to assisting you for years to come.

  5. " You must be so proud of your new home, and Cinch is here to help with your service needs." 


Membership/Retention

  1. "We’d hate to see you go, as the warranty offers valuable benefits and peace of mind in case of unexpected mechanical failures. Our membership department may also have options that could better fit your situation.”

  2. “Please allow us to make this right for you. We don’t want you to lose coverage for your home when you would need it most.”

  3. “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.”

  4. “Using a card to set up auto-renewal provides peace of mind as your coverage will continue without you having to contact us.”

High Priority Severity

Portable Eligibility

Customer

"My refrigerator is out, and I'm being told the part will take 2 weeks to come in. I need to store my Meds.”

Relevant Response

“Customer name,” I know this is impacting you /your family, so let me review your job to confirm what alternatives we have for you."

,

Customer Indicates Unable to Afford Lodging

Relevant Response

 Customer name”, hotel cost can be very expensive; allow me to review any potential choices we may have to assist you.


Action Follow-Up (No Portable)

Customer

"I am struggling to get someone to fix my air. I am old, and I'm taking care of my ill parents!”

Relevant Response

“Thank you for sharing this information, so I can understand how it is impacting you. Let me review what opportunities we have to move your job forward."


Missed Appointment

Customer

"Joe’s HVAC Repair has missed multiple appointments and I am taking off for work. My health condition is being impacted by this unit not working."








Relevant Response
  1. “Thank you for sharing this information, so I can understand how it is impacting you. Let me review what opportunities we have to move your job forward."

  2. “I understand the concerns you have and how vital your (item) is. Please allow me to place you on hold while I can see what I can do for you."

    1. “Customer Name” I appreciate you holding while I reviewed your job. We apologize the technician was unable to make the appointment and we have confirmed they will be out tomorrow between 8 am – 12 pm. "

  3. "Missed appointments are not what we expect and apologize for the inconvenience. May I place you on hold while I review your service job and get scheduling options?"

    1. Proceed to check Service Locator or Call the provider about rescheduling or reassigning. 

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