Customer Service Call Flow

Customer Service Call Flow

Scripting/Handling

Greeting

“Thank you for calling:

  1. Customer Service
  1. Sears Home Warranty Support Center

My name is…..”

  1. “To whom do I have the pleasure of speaking with?”
  1. “May I please have your first and last name?”

Verification: CTI Populates

Contract Holder

Non-Contract Holder

  1. "Is the phone number you’re calling from your cell phone number”

                                OR

  1. “Please verify your cell phone number.”

“I’m seeing a different name on the contract. Please verify the contract holder’s name and your relationship to them”

“I have your house address number as <House Number> and your zip code as <Zip Code>. Is that correct?”

“Please confirm the cell phone number we should have on file for the contract holder.”

IF there is an email address present:
“Please verify your email address?”

IF email is blank:
"I see you do not have an email address on file to receive important updates, would you like to add one to your account?"

IF email is noemail@cinchhs.com:
Do not verify the email as the customer has previously advised they do not wish to add one.

“Please confirm the full property address.”

Verification: CTI Does Not Populate

Contract Holder

Non-Contract Holder

“Please confirm the cell phone number associated with the account.”

“Please confirm the cell phone number associated with the account.”

“Please confirm the full property address.”

“I see a different name on the contract. Please verify the contract holder’s name and your relationship to them.”

“Please verify your e-mail address.”

“Please confirm the full property address.”

Customer Request Type

“<Customer Name>, are you calling to place a Service Request or to follow up on an existing one?”

Relevant Response: Initial

  1. “I understand how important it is to have a working <Item> and will be happy to create a service request for you.”
  1. “I’m glad you called me today to help you with this. I know this is important to you.”
  1. “I’m sorry to hear your <Item> is not working. Let’s go ahead and get some information to create a service request.”

Relevant Response: Follow-Up

  1. “I apologize for the delay in fixing your <Item>. Let me review your service order so I can share updated information with you.”
  1. “I know how important it is to have a working <Item>. I apologize for the delay and will review your service order to check for updates.”

Willingness

  1. “I would be happy to help you with that?”
  1. “I will be happy to assist you with your <Item>.”
  1. “I can create a service request for you today.”

Gathering item information

  1. “What is the item you are requesting service on?”
    1. Gather Brand, Model/Serial, Location of Item.

    2. Appliances Model/Serial: 
      1. "To help get your [Appliance] up and running as quickly as possible, can you provide the Model and Serial number please?"

  2. “Where is the item located in the home?”
  1. “What is the symptom/failure of the item?”
  2. Deductible Secure Card Capture

Conversation Points

  1. “I’m reviewing the calendar to get the earliest appointment.”
  1. “I’m reviewing Authorization notes to make sure I have updated information for you.”
  1. “I’m reviewing your service order to see if the service provider submitted additional information.”

Informed Silence

“<Customer Name>, there may be silence as I review your service order. Please know I will still be on the line if you have additional questions.”

Hold Procedure

“<Customer Name>, may I place you on hold to <Action being taken>?”

Examples:

  1. “Review the updates to your order.”
  1. “Check the status of your part/replacement.”
  1. “Review updates from the service provider.”

Service Order Expectations

“<Customer Name>, do you have a pen and paper available to write down some important information?”

Provide Service Expectations

Closing

“I'm glad you called today, is there anything else I can <Answer for you/Assist you with> today?”

OR

"It's been my pleasure speaking with you today, is there anything else I can <Answer for you/Assist you with> today?"
​

“Thank you for calling…

  1. Customer Service”
  1. Sears Home Warranty Support Center.”








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