Extreme Weather or Natural Disaster - Delay in Service Script
After severe weather or natural disaster, customers may call in to place a Service Request. They may mention or advise damages could have been caused by a fire, storm, flooding, or other effects of a natural disaster.
Failures due to weather/natural disasters are not addressed.
Service Requests already in progress that are waiting on parts, initial visits to the customers home, or installation may be affected. Natural Disasters impacting areas may prevent Service Companies from completing work.
Possible Service Delay Script
If a customer is initiating or following up on a service request and mentions local severe weather or natural disaster use the following suggested scripting:
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Possible Service Request
Delay
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“<Customer Name>, We
apologize for any inconvenience due to potential local
road or business closures caused by extreme weather or a natural disaster.
Our service providers and distributors will work to complete your service
job as quickly as possible with safety in mind. We appreciate your patience during this time.”
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Customers who have Emergency Lodging Supplemental Reimbursement (ELR) can use this benefit to cover lodging expenses if the residence become inhabitable due to events beyond their control such as a Hurricane or other natural disaster. Please make sure you check the customers contract to see if they qualify for this benefit in the event that the customer mentions it.
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