Empowerment Quick Tips
Zoho Research Request Quick Reference Guide
Locate the Research Request in Zoho Open customer Service Request Click Activity Tab Look for the Research Request task Check the circle: RR: Not assigned yet Initials: Assigned Research Agent Review Status Not Started: In queue, not touched yet In ...
Travel Fees (Assessment & Approval)
Check Master Coverage if already assigned Travel Fee = (Mileage One-Way x 2) - 50 Does the quoted fee include round trip travel? Can SP transport parts with them to avoid extra trips? Was distance verified via mapping tools? Example: If one-way ...
Service Job Delays
Cinch Delays For additional details, CLICK HERE SP Assignment Delay Job created with no SP assigned Attempt Service Locator If none, follow APO rule If refused, send back to dispatch Research Delay Parts NOT in research queue Escalate: "Research ...
Equipment Return, Portables & PMs
Equipment Return & Restock Required Call Disclosures Replacement and Buy-Out options explained clearly Customer advised to review all attributes: Size/Dimensions Color Fit and installation requirements Agent advised: Cinch is not responsible for ...
Deductible Refund Checklist
Has the Service Provider been to the home? If SP HAS been to the home (After First Visit): Refund NOT permitted per policy Use talking point: “The deductible is non-refundable. It covers the service call and diagnosis.” If customer continues to ...
Claim Initiation, Submission, and Job History Review
Claim Initiation & Submission Before Submitting a Claim Service Job is ready to be invoiced. Open Edit/View Service Job → Products Section. Click Create Claim to open Warranty Administration screen. Unit & Service Details Warranty type = Standard in ...