Emergency & High Risk Severities
Portable Units & Mini Fridge Approvals
If repairs cannot be made within 3 business days and ALL the following guidelines are met, Customer Service Agents will reach out to the Leadership Desk to validate offering the customer a Claim Credit Reimbursement or an Omni Gift Card for a ...
High Risk Severity Service Request (Medical Emergency) Guidelines
A caller mentioning a Medical Condition and/or High Risk Situation ALONE does not constitute updating the severity to Medical Emergency! A Medical Condition or a High Risk Situation MUST correspond with a Medical Emergency Scenario. If unsure, review ...
Emergency Service Request Review
When a customer states that there is a medical condition or other situation that is directly impacted by a mechanical failure, immediately review the customer record and the status of the request to determine what action is necessary to move the ...
Emergency Gas Leak Process
If the customer reports that they smell gas or suspect a gas leak, ask them where they are. "Are you in the home or somewhere else" Respond based on the customers location. Scripts If the customer is in the home: “<Customer Name>, as a safety ...
Emergency Service Request Policy and Guidelines
This policy provides guidelines for what constitutes as an Emergency and how we attempt to dispatch a Service Provider in a timely manner. Process Cinch will attempt to secure a service appointment within 24-48 hours. Customer Service Agents are ...