Sears Branded Script

Sears Branded Script

All Sears calls should be branded at the opening and closing of the call as: Sears Home Warranty Support Center.

Sears Home Warranty Support Center: Cinch associates
Sears Solution Team: Sears associates

Opening and Closing

Opening Script

“Thank you for calling Sears Home Warranty Support Center, my name is <Your Name>….”

Closing Script

“<Customer Name>, is there anything else I can assist you with? Thank you for calling the Sears Home Warranty Support Center.”

When the call comes in, the agent will recieve a "hint" on Avaya and/or CTI to indicate this is a Sears call.
  1. If the call does not come through as Sears on either tool, the agent MUST document that it did not come through on Avaya/CTI to avoid losing points for opening branding.
    2. IF this notation does not appear,
    THEN QA will deduct in compliance for failing to brand the opening of the call.
  2. Master Protection Agreement plans may not come through as a Sears call. If these interactions do not populate as Sears on Avaya/CTI, the agent won't be responsible for branding the opening of the call would be unable to document if there is no active policy.
  3. If the caller does not have a Sears warranty with Cinch the agent is not responsible to brand the call as Sears Home Warranty Support Center and may close with "Thank you for calling customer service".

Recording Disclosure

The Recording Disclosure should be given on any calls that were conferenced or transferred in from a Client, Service Professional, or any other department as well as when an outbound call is being made to Sears (Paid Call, Master Protect, etc.).

The scripting is not verbatim; however, “RECORDED" and "MONITORED" MUST be stated.
“This call is RECORDED, and may be MONITORED to improve quality."

    • Related Articles

    • Customer Damage Claim Script

      Use the below scripts for Customer Damage Claims: Scripts Customer 3rd Party SP: “<Customer Name>, I’m sorry you have experienced damage to your <Item>, but I’m happy to assist you in processing this inquiry. The Service Professionals in our network ...

    • Medical Emergency Script

      Use the below scripting when setting proper expectations for the customer on a Medical Emergency Service Job: Expectation Setting Script “<Customer Name>, your request has been forwarded to a specialist who will contact you directly to further assist ...

    • Authorizations Outbound Call Script

      An outbound call is required when: A job has been denied/partially denied. Unless CA/IA and NOT an emergency Unintentional disconnect by agent. Unintentional disconnect by caller. Medical Emergency/High Risk updates are available. Non-Covered Charges ...

    • 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 ...

    • Unauthorized Work Soft No Script

      Use the below scripting when advising customers about unauthorized work. All States (Except Wisconsin) “<Customer Name>, your agreement covers the <Item> due to normal wear and tear when we are notified before the repairs are performed. As per the ...