Sears Branded Script

All Sears calls should be branded at the opening and closing of the call as: Sears Home Warranty.

Cinch Associates: "Sears Home Warranty"

Sears Associates: "Sears Solution Team"

Opening and Closing

Opening Script	“Thank you for calling Sears Home Warranty, my name is <Your Name>….”
Closing Script	“<Customer Name>, is there anything else I can assist you with? Thank you for calling Sears Home Warranty.”

When the call comes in, the agent should receive a "hint" on CXone and/or the Caller Screenpop to indicate this is a Sears call.

If the Screen Pop does not display the client and/or customer information, the agent is not required to use the Sears brand in the opening; however, the Sears brand is required in the closing. 


1. Master Protection Agreement plans may not come through as a Sears call. If these interactions do not populate as Sears on CXone, the agent is not responsible for branding the opening of the call or documentation, as there is no policy on file.
   
   
2. If the caller does not have a Sears warranty with Cinch, the agent is not responsible to brand the call as Sears Home Warranty and may close with
    "Thank you for calling Customer Service/Membership Service". 

Recording Disclosure

The Recording Disclosure should be given on outbound calls, as well as calls that were conferenced or transferred in from an external Client, Service Professional, or cold transferred by a Cinch agent or third-party department.  View Recording Disclosure & Outbound Calls for more details.  

CALL RECORDING DISCLOSURE DISCLAIMER

"This is <Agent's Name> with <Cinch Home Services/Sears Home Warranty> on a recorded line..."

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