Service Expectations

Service Expectations

Service Expectations give the customer service request guidelines including the need to have someone at the home 18 years of age or older and the importance of confirming their appointment. 

Most of our customers have a valid email and will receive email correspondence including their service request details.
If a customer does NOT have a valid email on file or is assigned to specific SP's we will offer to relay request details or advise they will receive additional correspondence directly from their assigned SP.

The customer can also review service request and contract details on MyAccount giving them the freedom of a self service option and reducing the need to call into customer service.

If customer requests the MyAccount URL:

Sears Home Warranty: https://my.searshomewarranty.com 

All Other Warranties: https://my.cinchhomeservices.com

In an effort to help reduce AHT and improve our Agent and Customer experience we have greatly reduced the required service expectations. 



Note:
  1. The Reduced Service Expectations do not require you to relay the SJ Number or SP details.
  2. If customer asks what address the Service Request notification email comes from: servicebench@emails.asurion.com 
  3. If a customer requests to write down their service request information we will relay the customer requests expectations listed below. 

Service Expectations by SP
Service Expectations will display on screen in Zoho on Single Item and Recall initiations reflecting the correct information based on the Service provider Assigned.
After clicking "Confirm Appointment" you will see an Information Expectations Box.
Use the information to relay the full service expectations to the customer if the customer requests it, and click OK to close the box.

Refer to this article for any other scenario where the scripting is not displayed on screen.

Sears Home Services, Sears 3rd Party, and Sears HVAC

Sears Home Service

Customer has a valid email: 
“[customer name] you will receive an email with your service appointment information. You may also go to your My Account portal where you can review job status.

You will receive a text message regarding scheduling assistance.
 
Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.” 

No valid email: 
"You may go to your My Account portal where you can review your job information and status.

Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.

I can also give you the details now for your records. Would you like to write down your job information?" 

Customer requests:
“Your Service Job ID number is <Service Job Number>.
The service provider assigned to your request is Sears.

Your scheduled appointment is on <Date/Time>.
Sears service will attempt to contact you prior to the visit by phone, text, and/or email."

GE Appliances

GE Appliance

Customer has a valid email:
“[customer name] you will receive an email with your service appointment information. You may also go to your My Account portal where you can review job status.

You will receive a text message regarding scheduling assistance. 

Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.”

No valid email:
"You may go to your My Account portal where you can review your job information and status.

Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit. 

I can also give you the details now for your records. Would you like to write down your job information?" 

Customer requests:
“Your Service Job ID number is <Service Job Number>.
The service provider assigned to your request is GE.
Your scheduled appointment is on <Date/Time>.

On the day of your scheduled appointment, GE will make 3 attempts to contact you by phone.
If you have any questions about your appointment contact GE Customer Support at 800-626-8690.”

 

LG

LG

Customer has a valid email:
“[customer name] you will receive an email with your service job information. You may also go to your My Account portal where you can review job status.
You will receive a phone call or text message regarding scheduling assistance.|


Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.”

No valid email:
"You may go to your My Account portal where you can review your job information and status.

Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.


I can also give you the details now for your records. Would you like to write down your job information?"

Customer requests:
“Your Service Job ID number is <Service Job Number>.

The service provider assigned to your request is LG who will reach out directly to schedule your appointment via phone, text, and email.”

 

Whirlpool

Whirlpool

Customer has a valid email:
“[customer name] you will receive an email with your service job and appointment information. You may also go to your My Account portal where you can review job status.

Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.”

No valid email:
"You may go to your My Account portal where you can review your job information and status.
Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.

I can also give you the details now for your records. Would you like to write down your job information?"

Customer requests:
“Your Service Job ID number is <Service Job Number>.
The service provider assigned to your request is Whirlpool Factory Service.
Your scheduled appointment is on <Date/Time>.

Whirlpool will send an email verifying the servicer contact information along with appointment date & time. Please contact the servicer if you require changes to that appointment, including rescheduling or cancelling with as much notice as possible."

Third Party

Third Party

Customer has a valid email:
“[customer name] an email with your service job information has been sent, which includes a link to your My Account portal where you can review job status.
You will receive a text message regarding scheduling assistance.

Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.”


No valid email:
"You may go to your My Account portal where you can review your job information and status.
Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.

I can also give you the details now for your records. Would you like to write down your job information?"

Customer requests:
“Your Service Job ID number is <Service Job Number>.
The service provider assigned to your request is <SP Name>.

Their phone number is <Phone Number> and we ask you give the Service Provider 1 business day to contact you to schedule your appointment prior to calling them directly.”

Motili, Inc

Motili

Customer has a valid email:
“[customer name] you will receive an email with your service job information. You may also go to your My Account portal where you can review job status.

Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.”

No valid email:
"You may go to your My Account portal where you can review your job information and status.
Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.

I can also give you the details now for your records. Would you like to write down your job information?"

Customer requests:
“Your Service Job ID number is <Service Job Number>.

The service pro assigned to your request is Motili who will send you an email and text message to select appointment windows.


Motili will reply with confirmation for one of the selected appointment windows within 4 hours to confirm. You will receive notifications via text, email, and/or phone.

They will also attempt to contact you prior to the visit. It is very important you answer the confirmation call, or your appointment may be missed, and you will need to reschedule."


Keepe (Sourcing, Appliances, Plumbing, etc.)

Keepe

Customer has a valid email:
“[customer name] an email with your service job information has been sent, which includes a link to your My Account portal where you can review job status.
You will receive an email or call regarding scheduling assistance.

Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.”

No valid email:
"You may go to your My Account portal where you can review your job information and status.
Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.

I can also give you the details now for your records. Would you like to write down your job information?"

Customer requests:
“Your Service Job ID number is <Service Job Number>.
The service provider assigned to your request is Keepe Sourcing and their phone number is 206-558-5336.

Keepe will send communication via email or phone to advise the name and number of the local service company scheduling your appointment.”

Goodman Home Solutions

Goodman Home Solutions

Customer has a valid email:
“[customer name] an email with your service job information has been sent, which includes a link to your My Account portal where you can review job status.
You will receive a text message regarding scheduling assistance.

Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.”

No valid email:
"You may go to your My Account portal where you can review your job information and status.
Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.

I can also give you the details now for your records. Would you like to write down your job information?"

Customer requests:
“Your Service Job ID number is <Service Job Number>.The service provider assigned to your request is Goodman Home Solutions.

They will contact you within one business day to confirm your appointment date & time, and to collect any additional service information needed. 

If 24 hours have passed and you have not heard from your provider, please call 
844-401-0800.”

NSA

NSA

Customer has a valid email:
“[customer name] you will receive an email with your service job information. You may also go to your My Account portal where you can review job status.
You will receive a phone call or email message regarding scheduling assistance.

Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.”

No valid email:
"You may go to your My Account portal where you can review your job information and status.
Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.

I can also give you the details now for your records. Would you like to write down your job information?"

Customer requests:
“Your Service Job ID number is <Service Job Number>.
The service provider assigned to your request is National Service Alliance.

National Service Alliance will send communication via email or phone to advise the name and number of the local service company that will be scheduling your service appointment.”

Procure Vendor

Procure Vendor

Customer has a valid email:
“[customer name] you will receive an email with your service job information. You may also go to your My Account portal where you can review job status.

Our dispatch team will attempt to locate a service provider in our network to service your request and contact you directly regarding next steps.”

No valid email:
"Our dispatch team will attempt to locate a service provider in our network to service your request and contact you directly regarding next steps.

You may go to your My Account portal where you can review your job information and status or I can give you the details now for your records.
Would you like to write down your job information?"

Customer requests:
"Your Service Job ID number is <INSERT>. 

We care about your request and are attempting to locate a Service Provider for your service job. In the event we are unable to locate a Service Provider in our network we may reach out to authorize you to select a local licensed and insured provider of your choice. 

It is important we resolve this and will contact you regarding next steps by phone or email as quickly as possible.”


Preventative Maintenance

Preventative Maintenance – 3rd Party SP

Customer has a valid email:
“[customer name] an email with your service job information has been sent, which includes a link to your My Account portal where you can review job status.
You will receive a text message regarding scheduling assistance.

The technician will perform a free maintenance inspection by following a checklist related to your warranty. If deep cleaning or further maintenance is needed, that may require an out-of-pocket fee.
If a failure is found and repair may be needed, the service provider will reach out to our authorizations department, and you will be contacted regarding next steps.

Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.”


No valid email:
"You may go to your My Account portal where you can review your job information and status.

The technician will perform a free maintenance inspection by following a checklist related to your warranty. If deep cleaning or further maintenance is needed, that may require an out-of-pocket fee.

If a failure is found and repair may be needed, the service provider will reach out to our authorizations department, and you will be contacted regarding next steps.
Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit. 
Would you like to write down your service job information?"

Customer requests:
“Your Service Job ID number is <INSERT>.
The service provider assigned to your request is <INSERT> and their phone number is <INSERT>.

Please contact them directly to schedule your appointment."


Preventative Maintenance - Sears Assigned

Preventative Maintenance – Sears Assigned

Customer has a valid email:
“[customer name] you will receive an email with your service appointment information. You may also go to your My Account portal where you can review job status.
You will receive a text message regarding scheduling assistance.

Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit.”

No valid email:
"You may go to your My Account portal where you can review your job information.

The technician will perform a free maintenance inspection by following a checklist related to your warranty. If deep cleaning or further maintenance is needed, that may require an out-of-pocket fee.

If a failure is found and repair may be needed, the service provider will reach out to our authorizations department, and you will be contacted regarding next steps.

Be sure to reply when the service provider contacts you to confirm an appointment, and please note someone 18 years of age or older must be at the home during the service visit. 
Would you like to write down your service job information?"

Customer requests:
“Your Service Job ID number is <INSERT>.
The service provider assigned to your request is Sears.

Your scheduled appointment is on <date/time>.  
Sears service will attempt to contact you prior to the visit by phone, text, and/or email.”


Potential Recall: Eligible Scripting

Eligible 180-Day Workmanship

Script

“As a benefit of your warranty, covered repairs are protected for 180 days. You will not be responsible for a new deductible if the problem is diagnosed to be the same covered failure from the original repair.
Keep in mind, if the failure is not related to the original repair/replacement you will be responsible for a new deductible.”

Eligible Plumbing Stoppage

Script

“As a benefit of your warranty, cleared plumbing stoppages are protected for 14 days. You will not be responsible for a new deductible if the problem is diagnosed to be the same covered failure from the original repair.
Keep in mind, if the failure is not related to the original repair/replacement you will be responsible for a new deductible.”



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