Sears Branded Script

Sears Branded Script

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

Sears Home Warranty Support Center: Cinch associates
Sears Solution Team: Sears associates

Opening and Closing

Opening Script

“Thank you for calling Sears Home Warranty Support Center, my name is <Your Name>….”

Closing Script

“<Customer Name>, is there anything else I can assist you with? Thank you for calling the Sears Home Warranty Support Center.”

When the call comes in, the agent will recieve a "hint" on Avaya and/or CTI to indicate this is a Sears call.
  1. If the call does not come through as Sears on either tool, the agent MUST document that it did not come through on Avaya/CTI to avoid losing points for opening branding.
    2. IF this notation does not appear,
    THEN QA will deduct in compliance for failing to brand the opening of the call.
  2. Master Protection Agreement plans may not come through as a Sears call. If these interactions do not populate as Sears on Avaya/CTI, the agent won't be responsible for branding the opening of the call would be unable to document if there is no active policy.
  3. If the caller does not have a Sears warranty with Cinch the agent is not responsible to brand the call as Sears Home Warranty Support Center and may close with "Thank you for calling customer service".

Recording Disclosure

The Recording Disclosure should be given on any calls that were conferenced or transferred in from a Client, Service Professional, or any other department as well as when an outbound call is being made to Sears (Paid Call, Master Protect, etc.).

The scripting is not verbatim; however, “RECORDED" and "MONITORED" MUST be stated.
“This call is RECORDED, and may be MONITORED to improve quality."

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