Dispatch Scripts: Live Call & Voicemail
Outbound To Service Provider
Standard
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Scripting/Handling |
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Greeting |
“Hello, this is <Agent Name> calling from Cinch Home Services on a recorded line which may be monitored to improve quality. Who am I speaking with? I have a customer in <City, State> needing service on <Product Line, Make, & Model>. Is this something you can service?” NOTE: If SP is in a different state, ask: “Do you have a license to service <State>?”
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Validation |
IF YES |
IF NO |
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“Great! What is the earliest date and time you currently have available for this Service Job? NOTE: If this is an emergency severity job, explain the severity of the job. That’s good to hear. You will receive the customer information through your work order and Cinch Pro. Please call the customer to schedule the appointment. Thank you for speaking with me today.”
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Find out reason why and notate the reason in the job. “Thank you for your time.” **If the reason involves distance and a possible travel fee: “Would you have availability if I approve a travel fee?” If YES: “Great, you have been approved for a travel fee of <Amount>.” Continue with original Yes script. If NO: “Thank you for your time.” Notate that travel fee was offered and declined. |
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Job Assigned By Calendar
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Scripting/Handling |
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Greeting |
“Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty Support Center> on a recorded line which may be monitored to improve quality. Who am I speaking with? I assigned a job to your company for a customer <Customer Name> in <City, State> needing service on <Item>. You will receive the customer information through work order and Cinch Pro. Please call the customer to schedule the appointment. Thank you for speaking with me today.” |
Potential Recall
Scripting/Handling | ||
Greeting | “Hello, this is <Agent Name> calling from Cinch Home Services on a recorded line which may be monitored to improve quality. Who am I speaking with? I have a customer in <City, State> needing service on <Product Line, Make, & Model>. Is this something you can service?” | |
Original SP | IF YES | IF NO |
“Great! I have a potential recall on a job your company originally completed. It is for <Customer Name> at <Property Address>. Please call them at <Customer Phone Number> to schedule service and I will assign the job back to you now.” | “This is a potential recall on a job your company originally completed for <Customer Name> at <Property Address>. Can you accommodate this customer.” If YES: “Great! Please call them at <Customer Phone Number> to schedule service and I will assign the job back to you now.” If NO: “Per the Cinch 180-day workmanship guarantee your company is expected to return to the home to diagnose the failure. Are you able to accommodate this customer?” IF yes, THEN use the previous Yes response. If still NO: “I’m sorry to hear that and will contact your Area Manager to advise them of the situation. This may affect your ability to receive jobs in the future.” Submit the SP Feedback Tracker advising the original SP was contacted and didn’t accept the recall job due to <reason>.
Move to scripting for New SP. | |
New SP | IF YES | IF NO |
“Great! This is a recall from a previous service provider. What is the earliest date and time you currently have available for this service job? That’s good to hear. The customer’s name is <Customer Name> and their property address is <Address>. Please call them at <Customer Phone Number> to schedule service. I will be reaching out to the customer to advise you will be contacting them to confirm the appointment.” | Find out reason why and notate the reason in the job. “Thank you for your time.” **If the reason involves distance and a possible travel fee: “Would you have availability if I approve a travel fee?” If YES: “Great, you have been approved for a travel
fee of <Amount>.” Continue with original Yes script. If NO: “Thank you for your time.” Notate that travel fee was offered and declined. | |
Outbound to Customer
Scripting/Handling | ||
Greeting | “Hello, this is <Agent Name> calling from <Cinch Home Services/Sears Home Warranty Support Center> on a recorded line which may be monitored to improve quality. May I speak with <Customer Name>?” | |
Information | AVAILABLE | NOT AVAILABLE |
“I am calling about the service request for <Item>.” Read the appropriate Setting Expectations Script for any SP Assignment, Verbal or Calendar.  IF customer indicates they are unable to write down the
information, THEN state the following:“An email with the job information has been sent to the email
address on file. You can also log into MyAccount for updates. Before you go I’d like to remind you of two quick things: Someone 18 years of age or older needs to be at the home during the time of the visit. Please remember to reply if the service provider contacts you to ensure your appointment is set." CLOSING: “Do you have any questions or need additional assistance?” | “I am calling about the service request for <Item>. I’d like to provide the service provider information so <Customer Name> can contact them and confirm an appointment. May I give that to you?” If YES: “Great! The service provider name is <Company Name> and they can be contacted at <Company Phone Number>. Please have <Customer Name> contact them in 1 business day if they have not contacted them. Thank you for relaying the information.” If NO: “Ok, Please ask <Customer Name> to contact us if they
have any questions. The number is:
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Voicemail
3rd Party Service Provider
3rd Party | |
Voicemail | “Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty Support Center> calling for <Customer Name>. This message is regarding the Service Job for your <Item>. <Service Provider> has been assigned to service your <Item> and will contact you within 1 business day to confirm the appointment. If you have not heard from them, please contact them at <SP Phone Number>. Someone 18 years or older must be at the home during the visit. Feel free to contact us at <CS Inbound Number> if you have questions. Thank you for being a valued customer.” |
APO
APO | |
Voicemail | “Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty Support Center> calling for <Customer Name>. This message is regarding the Service Job for your <Item>. We sent instructions regarding next steps to secure a service provider to the email on file. Feel free to contact us at <CS Inbound Number> if you have questions about these instructions. Thank you for being a valued customer” |
GE
GE | |
Voicemail | “Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty Support Center> calling for <Customer Name>. This message is regarding the Service Job for your <Item>. GE has been scheduled to service your <Item> on <Date/Time> and will contact you by phone the day of the appointment. Please respond or that appointment will be missed. Someone 18 years or older must be at the home during the visit. Feel free to contact GE Customer Support at 800-626-8690 with any questions. Thank you for being a valued customer” |
Goodman
Goodman | |
Voicemail | “Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty Support Center> calling for <Customer Name>. This message is regarding the Service Job for your <Item>. Goodman has been assigned to your service job and will contact you within 1 business day to confirm your appointment. Someone 18 years or older must be at the home during the visit. Feel free to contact them at 844-401-0800 if you have not heard from them. Thank you for being a valued customer” |
Keepe (Appliance, Plumbing, Sourcing, etc.)
Keepe | |
Voicemail | “Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty Support Center> calling for <Customer Name>. This message is regarding the Service Job for your <Item>. Keepe <Insert appropriate Keepe profile> will assign a local service provider and will contact you by email or phone to schedule your appointment. They will also contact you prior to the visit. Please respond or that appointment will be missed. Someone 18 years or older must be at the home during the visit. Feel free to contact them at 206-558-5336 if you have questions. Thank you for being a valued customer” |
LG
LG | |
Voicemail | “Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty Support Center> calling for <Customer Name>. This message is regarding the Service Job for your <Item>. LG has been assigned to your service job and will contact you via phone, text, and/or email to schedule your appointment. Please respond or that appointment may be missed. Someone 18 years or older must be at the home during the visit. Feel free to contact us at <CS Inbound Number> if you have questions.” Thank you for being a valued customer” |
Motili
Motili | |
Voicemail | “Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty Support Center> calling for <Customer Name>. This message is regarding the Service Job for your <Item>. Motili has been assigned to service your service job and will send an email and text to schedule your appointment. They will also contact you prior to the visit. Please respond or that appointment may be missed Someone 18 years or older must be at the home during the visit. Feel free to contact us at <CS Inbound Number> if you have questions. Thank you for being a valued customer” |
NSA
NSA | |
Voicemail | “Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty Support Center> calling for <Customer Name>. This message is regarding the Service Job for your <Item>. National Service Alliance will contact you via email or phone to provide the name and number of the service company scheduling your service appointment. Someone 18 years or older must be at the home during the visit. Feel free to contact us at <CS Inbound Number> if you have questions. Thank you for being a valued customer” |
Sears
Sears | |
Voicemail | “Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty Support Center> calling for <Customer Name>. This message is regarding the Service Job for your <Item>. Sears has been scheduled to service your <Item> on <Date/Time> and will contact you by phone, text, or email prior to the visit. Please respond or that appointment will be missed. Someone 18 years or older must be at the home during the visit. Feel free to contact us at <CS Inbound Number> if you have questions. Thank you for being a valued customer” |
Whirlpool
Whirlpool | |
Voicemail | “Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty Support Center> calling for <Customer Name>. This message is regarding the Service Job for your <Item>. Whirlpool has been scheduled to service your job on <Date/Time>. Whirlpool will send an email verifying the servicer contact information. Please contact the servicer if you require changes to that appointment including rescheduling or cancelling with as much notice as possible. You will also be contacted prior to the visit. Please answer the confirmation call or your appointment will be missed and you will need to contact your assigned Whirlpool Servicer to reschedule. Someone 18 years or older must be at the home during the visit. Feel free to contact us at <CS Inbound Number> if you have questions. Thank you for being a valued customer” |
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