Emergency & Medical Emergency
Portable Units & Mini Fridge Approvals
When the following guidelines are met, Escalations Agents can offer the customer a Claim Credit or an Omni Gift Card for a portable air conditioner, portable heater or mini fridge: Emergency Temperatures (over 85 degrees or under 40 degrees) Medical ...
Medical Emergency Protocols
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 ...