Escalations Processes
SMS Triage Task Creation
SMS Agents will create Zoho Triage Tasks for the 2 main reasons listed below: Identify missing/NLA parts from Sears Get appointment scheduled with Sears when customer has received all parts needed for the repair These tasks MUST be assigned to CS ...
T2 Live Transfer from Membership Services
The Membership/Retention department may perform a warm transfer to T2 with a customer that was threatening to cancel their warranty regarding a service job. If you receive a live transfer from an agent stating they are with membership services or ...
Handling Disputes
When a customer does not agree with a decision that was made on their service request, they may call in to dispute the decision. Listen to the customers’ concerns then review the job to ensure the correct decision was made. The most common disputes ...
Handling Delays
A delay in service can cause any customer to escalate. When a job is delayed, we need to determine if Cinch or the Service Provider is causing the delay, what is the issue causing the delay, and what we can do to correct the issue. Cinch Delays SP ...
Service Administrator Assignment
Case Managers handling end to end case management must update their Name, Extension, and Direct Phone Number (If applicable) in the Service Administrator fields in ServiceBench to identify their assignment to the job. Service Administrator Assignment ...
Purchasing Escalations Form
The Purchasing Escalations Form is used by the Escalations Department primarily when an order has been submitted and additional information is needed from the Purchasing Department to move the job forward. When filling out the form you will need the ...
Escalation Reasons and Sub-Reasons
All Escalation groups must select the appropriate Escalation Reason (Escalation Open Reason) and the Escalation Sub-Reason inside the Task or Case being worked. Below is the list of all Escalation Reasons and their related Sub-Reasons: REASON SUB ...
Escalation Policy and Guidelines
During the Service Job process, a customer can request to speak to another person if they disagree with the information that was provided, or if they are unsatisfied with the processing of their Service Job. An escalation or complaint is an ...
Complaint Letters
The Escalation Policy and Protocols should be followed when a customer disputes a Service Job decision or wants to express concern regarding their experience with Cinch. In some cases, a customer may want to send a complaint letter to the corporate ...
Assisting Frustrated Customers
Do Don’t Listen to the customer: They may need to vent a little. Take what the customer says personally: Remember, they are frustrated with their Service Job situation, not with you. Take Ownership: Let the customer know that you are the one that ...
Deductible Refund Process
If a customer reaches Escalations requesting a refund of their deductible, follow these steps: Educate the customer on what the deductible is for. If customer is still demanding a refund, review the scenarios below. Scenario Agent Handling APO ...