Additional CS Information
Potential Service Provider Onboarding: Customer Service
When a Service Technician calls in wanting to become part of the Cinch Network and accept warranty jobs, we must follow the protocol outlined below. Ask the technician: “Have you already signed up to be part of our warranty service network?” If YES ...
Dropped Calls & Unresponsive Customers
From time to time agents may experience situations where the call with the customer disconnects unexpectedly or situations where upon answering the call there is no response from the customer. To continue with our effort to deliver the best possible ...
System Outage Customer Handling
Once an outage is identified, a member of the Cinch Team will advise Customer Service to follow the procedures outlined below in order to provide guidance on how to properly assist customers and what information to provide along with next steps. ...
Call Log Activity: Customer Service
A Call Log Activity is entered in Zoho at the end of every customer interaction when there is a customer account in our system. There are 2 locations to enter a Call Log Activity based on the reason for the call: Service Job Related Calls: Create the ...
Transferring A Call To Retention
Customer Service Agents are instructed to transfer calls to external departments based on call scenarios not handled within their department’s specific guidelines and procedures. Customer Service agents have access to TIMX SCM to view customer ...
Replacement Deductible Collection
Cinch P3 contracts may require a Replacement Deductible for specific items being replaced rather than repaired. Click the link to view the list of units and systems that require a replacement deductible: Replacement Deductible - Units and Systems ...
Zoho CTI and Caller Verification
In Zoho Desk when you receive an inbound call you should receive a CTI pop-up displaying important customer information. Review the information on the CTI pop-up to assist with caller verification. If the caller's information populates you can click ...
Soft No Approach
This scripting technique is used when informing the customer of non-covered items, partial non-covered, or fully denied claims. It is critical that this information be shared with the customer in a positive manner while reinforcing the benefit of ...