Replacement Deductible Outbound Call Flow
|
Replacement
Deductible Outbound Call Flow
|
|
Greeting
|
“Hello,
this is <Agent Name> calling from <Cinch Home Services/Sears Home
Warranty> on a recorded line. May I please speak with <Customer
Name>?”
“Is this a
good time to speak?”
|
|
Call
Reason & Explanation
|
“Good news
<Customer Name>, we have approved the replacement of your
<Item>!”
“Before we
can process your replacement options, a replacement deductible in the amount
of <Amount> is required."
"You have
the option of going to our My Account portal or I can process your payment
now. Which would you prefer?”
- If customer asks for an explanation of the
deductible payments:
“The deductible paid when you requested service was for the diagnosis and
any covered repairs. Since we are unable to repair the <Item> due to
<Reason>, we are moving forward with a replacement which requires an
additional deductible.”
“Would you
like the Model Number of the new unit so you may review the details online?” - Review the RESEARCH COMPLETE note for model
number and details.
Example Note:
RESEARCH UPDATE – RESEARCH COMPLETE
Approved Replacement – Pending Replacement Deductible Payment
Unit is not cost effective to repair
REPLACEMENT DETAILS:
GE GDF550PGRWW Feature Match Details: Built-In, White Standard, 16 Place
Settings & Plastic Tub.
Contact Details: Customer Options Exception opened for replacement
deductible.
|
|
Once
Payment Processed
|
“You will
receive an email with your replacement options and will have 30-days to make
your decision."
|
|
CAP
Limit Talking Point
|
|
“The
warranty provides coverage for your <Item> up to <Amount>. Based
on that limit, you currently have <Amount> available to put toward the
replacement unit of your choice.”
|
Related Articles
Authorizations Call Flow
Call Flow Call Flow: Entering Report & Gathering Information Call Opening & SP Verification “Thank you for calling Authorizations. My name is <Agent Name>. To whom do I have the pleasure of speaking with?” “Okay, great <Caller Name>, and what company ...
Customer Service Call Flow
Script Scripting/Handling Greeting & Introduction “Thank you for calling: Cinch Home Services Sears Home Warranty Customer Service (ONLY when no Caller Screen Pop) My name is <Agent Name>, “To whom do I have the pleasure of speaking with?” “May I ...
Authorizations Outbound Call Script
An outbound call is required when: A job has been denied/partially denied. Unless CA/IA and NOT an emergency Unintentional disconnect by agent. Unintentional disconnect by caller. Medical Emergency/High Risk updates are available. Non-Covered Charges ...
Equipment Replacement-Customer Options Script
When offering options to a customer, the agent must be sure to advise the customer of all information so the customer can make the best decision for them. If the customer chooses the replacement option, be sure they have verified the measurements to ...
Escalations Call Flow
Agents are not required to give out their last names. If asked, please respond with the following: "Thank you for asking. I can give you my First Name as well as my Employee ID." (Employee ID = CXone Agent ID) If customer asks why, advise this is for ...