Water Alarm Escalation Scripts

Water Alarm Escalation Scripts

Damaged Product

Agent: "Thank you for calling Membership Services. My name is <Agent Name>, how may I assist you today?"

Customer (Sample Dialog): "Hello, this is <Customer Name>. I’m calling regarding the free Glentronics Water Alarm I received. The water alarm that was sent to me is damaged. Could you please send me a replacement alarm? Thank you."

Agent: "Sorry <Customer Name>, I apologize for the inconvenience. To help get the water alarm to you quickly, can you please verify when you received the unit?"

WAIT FOR CUSTOMER’S RESPONSE

Agent: "Thank you so much <Customer Name>, in order to expedite the process, we have partnered with Encompass to provide your water alarm. I would need for you to email Denise Hollenback at dhollenback@encompass.com the following information:
  1. Specifics of the damage
  2. Order number located on the packing slip that was enclosed with your damaged water alarm,
  3. And an image of the damage
Again the email address is dhollenback@encompass.com. Once your information is received and reviewed a replacement alarm will arrive between 5-7 business days."

WAIT FOR CUSTOMER’S RESPONSE

Agent: "Is there anything else I can assist you with today <Customer Name>?"

WAIT FOR CUSTOMER’S RESPONSE

Agent: "OK, thank you and have a great day. Bye."

Defective Product

Agent: "Thank you for calling Membership Services. My name is <Agent Name>, how may I assist you today?"

Customer (Sample Dialog): Hello, this is <Customer Name>, I’m calling regarding the free Glentronics Water Alarm I received. The water alarm that was sent to me is not working. Could you please send me a replacement alarm? Thank you."

Agent: "Sorry <Customer Name>. I apologize for the inconvenience. To help get the water alarm to you quickly, can you please verify when you received the unit?"

WAIT FOR CUSTOMER’S RESPONSE

Agent: "Thank you so much <Customer Name>, in order to expedite the process, we have partnered with Encompass to provide your water alarm. I would need for you to email Denise Hollenback at dhollenback@encompass.com the following information:
  1. Specifics of the defect
  2. Order number located on the packing slip that was enclosed with your water alarm
Once your information is received and reviewed a replacement alarm will arrive between 5-7 business days."

WAIT FOR CUSTOMER’S RESPONSE

Agent: "Is there anything else I can assist you with today <Customer Name>?"

WAIT FOR CUSTOMER’S RESPONSE

Agent: "OK, thank you and have a great day. Bye."

Lost Orders

Agent: "Thank you for calling Membership Services.  My name is <Agent Name>, how may I assist you today?"

Customer (Sample Dialogue): "Hello, this is <Customer Name>,  I’m calling regarding the Glentronics Water Alarm that I was supposed to receive. Could you please tell me when it will arrive? Thank you."

LOOKUP CUSTOMER’S [WARRANTY NAME] ACCOUNT

Agent: "Okay, thank you so much <Customer Name>, we do apologize for the delay. In order to expedite the process we have partnered with Encompass to provide your water alarm. I would need for you to email Denise Hollenback at dhollenback@encompass.com the order number located on the shipment email that you received. Once your information is received and reviewed a replacement alarm will arrive between 5-7 business days."

WAIT FOR CUSTOMER’S RESPONSE

Agent: "Is there anything else I can assist you with today <Customer Name>?"

WAIT FOR CUSTOMER’S RESPONSE

Agent: "OK, thank you and have a great day. Bye."

Installation Issues

Agent: "Thank you for calling Membership Services.  My name is <Agent Name>, how may I assist you today?"

Customer (Sample Dialogue): "Hello, this is <Customer Name>. I’m calling regarding the free Glentronics Water Alarm I received. I am having trouble setting up the alarm that was sent to me. Could you please assist me with the setup of my water alarm? Thank you."

Agent: "Sorry <Customer Name>, I apologize for the inconvenience.  Remove the cover on the battery compartment located on the right side of the alarm. Extend the wires and snap a 9-volt battery onto the connector. Place the battery back in the compartment. Replace the cover. The sensor is located on the bottom of the alarm. The alarm can be placed directly on the floor with the sensor compartment closed, or the sensor compartment can be opened and the sensor wires extended to reach a remote location. Please let me know once you have completed these steps."

WAIT FOR CUSTOMER’S RESPONSE

Agent: "Is there anything else I can assist you with today <Customer Name>?"

WAIT FOR CUSTOMER’S RESPONSE

Agent: "OK, thank you and have a great day. Bye."

Customer has not received response from Encompass

Agent: "Thank you for calling Membership Services.  My name is <Agent Name>, how may I assist you today?"

Customer (Sample Dialogue): "Hello, this is <Customer Name>. I’m calling regarding the free Water Alarm I recently received. I have reached out to Encompass via email, however have yet to receive a response."

Agent: "Sorry <Customer Name>. I apologize for the inconvenience. May I ask how long ago you reached out to Encompass?"

WAIT FOR CUSTOMER’S RESPONSE

  1. IF CUSTOMER REACHED OUT WITHIN 24HR
Agent: "Thank you for the additional detail, Encompass typically responds within 24hrs and are open Monday through Friday until 5pm (EST). If you have not heard back from them by tomorrow, please don’t hesitate to let us know."

WAIT FOR CUSTOMER’S RESPONSE

  1. IF CUSTOMER REACHED OUT BEYOND THE 24HR RESPONSE WINDOW
Agent: "Thank you for the additional detail, and again I do apologize for the delay. Please let me confirm a few things so we can follow up on the status of your request (agent to confirm First Name, Last Name, Email, Phone Number, and Issue). Someone from our team will follow up with you via email within 24hrs."
Is there anything else I can assist you with today <Customer Name>?"
WAIT FOR CUSTOMER’S RESPONSE

Agent: "OK, thank you and have a great day. Bye."

Agent to email customer information/issue to product team:
  1. ProductTeam@cinchhs.com 

Customer has no email address

Agent: "Thank you for calling Membership Services. My name is <Agent Name>, how may I assist you today?"

Customer (Sample Dialogue): "Hello, this is <Customer Name>. I’m calling regarding the free Water Alarm that recently received. I do not have an email address and was hoping you could assist me with an issue I am having?"

Agent: "Absolutely <Customer Name>. I can help you with that. May I ask you what issues you are facing that need to be addressed?"

WAIT FOR CUSTOMER’S RESPONSE

IF CUSTOMER SAYS: "I think my alarm might be defective, however I am not sure."

Agent: "Thank you <Customer Name>. Can you please confirm your first name, last name, and contact number and we will be sure to get the product manager in touch with you shortly."

WAIT FOR CUSTOMER’S RESPONSE

IF NO OTHER QUESTIONS

Agent: "You are very welcome, have a great day. Bye."

Agent to email CHS product team, providing customer’s First/Last Name and contact phone number:
  1. ProductTeam@cinchhs.com 

Customer Wants to Return the Water Alarm

Agent: "Thank you for calling Membership Services. My name is <Agent Name>, how may I assist you today?"

Customer (Sample Dialogue): "Hello, this is <Customer Name>. I’m calling regarding the Glentronics Water Alarm I received. I don’t know why I’ve received this water alarm but I would like to return it."

Agent: "I apologize for any confusion. The water alarm you received was shipped to you at no cost just for enrolling in the ___________  program. It’s yours to keep and you aren’t being billed anything for it. However, if you prefer to return it at no cost to you, simply email our partner Denise Hollenback at dhollenback@encompass.com and she will assist you with the return. But again, since this isn’t costing you anything, we suggest keeping it."
  1. If the customer has lost their packing slip, have the customer email Denise Hollenback at dhollenback@encompass.com and she will assist the customer with the return.
WAIT FOR CUSTOMER’S RESPONSE

Agent: "Is there anything else I can assist you with today <Customer Name>?"

WAIT FOR CUSTOMER’S RESPONSE

Agent: "OK, thank you and have a great day. Bye."

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