Call Transfer Received Script |
“Hi <Customer Name>, Thank you for holding, my name is <XXXX>. NOTE: Relay the service request details to the customer so they know you are ready to enter their information and are only confirming you have the correct details: "Let's go ahead and confirm you are requesting service on the [item, brand, location, problem] is that correct?" If the customer is frustrated with confirming the request details you may advise: "I want to make sure the correct information is sent to the service provider, Thank you for your patience." Replacement Deductible: "To confirm, you are calling in to pay the replacement deductible for the [item] is that correct?" |
Conference - Agent still on the line |
“Thank you <Agent Name> please go ahead and disconnect from the line." If the call then gets disconnected, Call the customer back. |
Deductible Payment Collection Script |
“<Customer Name>, in connection with your <Product Name> Home Service Plan, you authorize Cinch to charge the credit card you are providing today, <Date> the deductible amount of <Amount> per service request. <Customer Name>, with the understanding that the payment arrangement made today <Date> does not modify the terms of your <Product Name>. Do I have your authorization to proceed?” |
Script | Actions |
“Who is the call holder for the card you will be using today?" | Caller must be an authorized user of the card. If the caller is attempting to use a card not associated with their name, then request another form of payment. If the customer states they do not have another form of payment currently, direct the caller to My Account to place the request once payment is available. |
“Please verify the billing address associated with the card you are using.” | Manually enter the billing address associated with the card being used. |
“What is your card number, expiration date, and CVV (security code)?” | Do not record the caller’s card information anywhere except in the payment collection screen. Do not take written notes containing the caller’s card information. Do not read the credit card number, expiration date, or CVV number back to the caller. If you feel you missed or mistyped a number, THEN ask the customer to repeat the numbers for Confirmation. |