National Account Escalations

National Account Escalations

National Account Escalations will be communicated and resolved through Zoho, resulting in the following expected benefits:
  1. Better customer support
  2. Continuity of process
  3. Ability to track email progress
  4. Faster responses and updates from our partners
  5. Smoother communication leveraging standardized client templates
Prior to moving to the Escalation Process, Customer Advocacy Agents are required to make 2 attempts to retrieve requested information through our standard protocols below:
  1. Sears Appliance: ClientSupport@aefactoryservice.com
  2. Sears HVAC: ClientSupport@aefactoryservice.com 
  3. Whirlpool: thirdpartydispatch@whirlpool.com
  4. LG: support@lgcinch.zendesk.com
  5. GE Appliance: fs_cinch@geappliances.com
If after these 2 attempts are made and there is still no response, the response is insufficient, or it is a high severity situation, send an email to nationalaccountesc@cinchhs.com. This will trigger an escalated email case to be created in Zoho. With Zoho's unique dashboards and queues, National Account agents will be able to eliminate missed opportunities to follow up on emails where national partners may not have responded in a timely manner in support of the customer experience.
Alert
  1. Cases will be worked in the order they are received
  2. Medical and BBB will take priority

Emailing National Account Escalations

Add nationalaccountesc@cinchhs.com to the existing thread where you have already corresponded with the National Service Provider and send.
  1. DO NOT remove the National Service Provider that you have been corresponding with, The National Point Of Contact (POC) will be able to review and coach on their end.
  2. If you have additional statements or concerns, reply to only the national account and not any added POC's.
  3. If there is no Reference or Unit Number in the Service Job, the schedule was not set up properly. The agent may have manually assigned to Sears.
Warning
Do not add Sears Representatives on emails for other National Accounts.
  1. Example: If a customer is assigned to LG, please do not add a Sears POC to the email thread.

Sears Templates

Templates are required for any escalated Sears jobs.
  1. Service Unit, Service Order, and Customer Information MUST be included.
  2. If Medical Emergency, add that on the Subject Line.
  3. If you need other detailed information, request it.

Appliance Repairs


HVAC Repairs

​

HVAC Replacement



    • Related Articles

    • Single Item Service Request

      When a customer calls in to request service on an item in their home that is failing, a Service Request is created. Zoho Locate the customer's account using either the link on the CXone Screen Pop or the find/search functions. On the Customer Account ...

    • Executive Escalations

      An Executive Escalation is created when a customer requests a call back from a Cinch Executive. An email is sent to the Executive Escalations email inbox, a case is created in Zoho. Direct Assignment is utilized to assign the Executive Escalation to ...

    • Zoho: Communications

      Inside a Zoho Case you can click on the Communications Tab to view certain communications sent to the Customer by Cinch. Useful info displayed: Service Job # Subject of the communication Date and Time Sent Media: SMS or Email Click on the + to expand ...

    • Tier 3 Escalations

      Most Tier 3 tasks will originate within the Tier 2 team. Once a Tier 3 Task has been created and assigned to the T3 team, it moves into the T3 Team Task List, called a T3 Backlog. T3 tasks will be assigned randomly to T3 Associates using an automatic ...

    • Creating Zoho Call Back Tasks

      Call Back Exceptions/Tasks are created when a customer is requesting to speak to someone higher up, however there is nobody available to take the call at that time. The agent will then create a Call Back Exception in ServiceBench or a Call Back Task ...