Scripting/Handling

Greeting

WARM TRANSFER:

“Thank you for holding <Customer Name>, My name is <Agent Name> with the Escalations Team! <Transferring Agent Name> was advising me that <Issue As Advised>, do I have that correct?”

COLD TRANSFER:

“Thank you for calling the Escalations Team, my name is <Agent Name>. This call is recorded and may be monitored. Who do I have the pleasure of assisting today?”

Verification: CTI Populates

ONLY USE FOR CS OVERFLOW

Contract Holder

Non-Contract Holder

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

“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.”

“Please verify your e-mail address.”

“Please confirm the full property address.”

Verification: CTI Does Not Populate

ONLY USE FOR COLD TRANSFERS OR CS OVERFLOW

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.”

Willingness

Acknowledge the customer’s concern with a customized empathetic response.

·         “I apologize for the delay in <Delay Reason>, I would be happy to look into this for you.”

·         “I know how important it is to have a working <Item>, I would be happy to assist you with this.”

Account Review

“I would like to review all the details/information and ensure I understand the history of this claim/job. May I place you on a brief hold while I familiarize myself with this?”

“Thank you for holding <Customer Name>, I see that <List and updates or information on concern>, what I am going to do for you today is <List actions you will be taking>.”

If request needs to be assigned to another team:

“I have submitted a request for follow up to ensure proper resolution of your request. Please note it may take up to 2 business days.”

Conversation Points

View the articles linked below to assist with handling Delays and/or Disputes.

1. Handling Delays
   

1. Handling Disputes
   

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.”

Additional Assistance Needed

“<Customer Name>, we have addressed this concern, is there anything additional I need to know about regarding your <Item>?”

If customer requests agents contact information to follow up:

“<Customer Name>, I do not have the ability to accept direct calls, but please be assured I have documented our discussion in the event a follow up is required.”

Closing

Non-Sears Customer:
“Thank you for allowing me to assist you today in Escalations!”