Policies and Procedures
Change Plan
The Change Plan function is used when: Enrolled/renewed contract was enrolled/renewed into an incorrect plan (i.e., changed to or from private label, plan type) and needs to be changed to a different plan. Retention renewal efforts result in a change ...
Transfer Policy - Membership Services
Transfer Policy - Membership Services (Third Party) This is a list of things that need to be done when a homeowner calls in to request their warranty to be transferred to the new buyer of their property. 1. Transfer fee of $25.00 is to be collected ...
Warranty Plan Coverage Comparison and Cell codes
Warranty Plan Coverage Comparison and Cell Codes The Sears Home Warranty Plan offers three levels of Cinch customized warranty coverage: · Sears Home Warranty Whole Home Plan · Sears Home Warranty System Plan · Sears Home Warranty ...
Retention Bot Processes and Procedures
Retention Bot Processes and Procedures How to Effectively Save a Customer Using the Retention BOT Steps Image Agent Action Step Desired Outcome Locate the Cancellation button on your desktop. o Click the button to activate. This BOT will pull ...
Reinstatement: Retention/Third Party
Customers may contact Cinch to have their cancelled contract reinstated. Guidelines: Only the authorized user can request reinstatement. Contracts can be reinstated up to 90 days from the cancelled date. Prior to reinstating, the account must be ...
Retention Red Flag Policy
An eligible Retention sales call is when the customer indicates agreement to the sales activity and has a clear understanding of the activities being undertaken on their warranty. It is the responsibility of Retention Sales associates to use all ...
Telesales and Retention Medical Transfer Process
When a customer calls in and discloses that they have a medical condition or high-risk situation, we must ensure that the proper steps are taken to assist them. Identifying Medical Emergencies and High-Risk Situations Listen to the customer carefully ...
Telesales and Retention Call Escalations
Requests to speak with a Supervisor received by a Telesales and Retention associate should be handled as follows: The agent should reach out to a supervisor for guidance on how to resolve the issue. For a claims related issue, the agent should warm ...