Scripts
Verbal Agreement Scripts: ACH, Credit Card, Renewal & Auto Renew
Third Party Scripts It is mandatory that the below scripts are read verbatim and Record on Demand (ROD) is initiated. ACH Verbal Agreement Script “<Customer Name>, please be advised that this call is recorded and may be monitored to improve quality. ...
Service Fee Surcharge: Script
Use the below scripting when advising the customer of the Service Fee Surcharge. Surcharge Disclaimer Disclaimer Script “Service costs have risen due to global part delays, labor shortages and added transportation costs. Cinch is temporarily ...
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 When the call comes in, ...
NPF: Script
Script Explain Standard: “<Customer Name>, our search for a Service Professional in your area is taking longer than anticipated. To expedite your Service Request, I can authorize you to contact a licensed and insured local service company of your ...
Equipment Replacement-Customer Options Script
When offering options to a customer, the agent must be sure to advise the customer of all information so the customer can make the best decision for them. If the customer chooses the replacement option, be sure they have verified the measurements to ...
Call Flow Script-Greeting to Closing
Script/Handling Greeting “Thank you for calling Customer Service, my name is…” “To whom do I have the pleasure of speaking with?” “<Customer Name>, are you calling to place a Service Request or to follow up on a Service Request?” Acknowledgement ...
Service Professional Assignment/Scheduling Appointment Script
Customer Communication Script Advise “<Customer Name>, I have assigned you to a Service Provider in out network. We ask that you contact the Service Provider directly to set up an appointment date and time that is best for you. Do you have a pen and ...
Potential Recall: Script
Eligible Script: Eligible 180-Day Workmanship Script “As a benefit of your warranty, covered repairs are protected for 180 days. You will not be responsible for a new deductible if the problem is diagnosed to be the same covered failure from the ...
Weather Conditions - Delay in Service Script
Verify Weather Conditions Go to www.weatherunderground.com and enter the customer's property zip code to verify weather conditions in that area. Weather Delay Script Script “<Customer Name>, due to the ongoing weather emergency from the extreme ...
SurgeProtect: Script
The following script advises the Rights and Responsibilities for a Surge Event: Script “To process your Service Request, you can contact a licensed and insured service company in your area to diagnose your surge event. Please complete the ...
Service Call Fee/Deductible Collection Script
The below script must be read to the caller prior to processing a payment transaction. The script MUST be read verbatim and the caller MUST provide verbal authorization before the payment can be processed. Script “<Customer Name>, please be advised ...
Reassignment Talking Points
Use the guidelines below to manage customer interactions regarding reassignments: Reassignment Timetable Trade/Product Type Standard Emergency/Medical Emergency HVAC-All Appliance-Refrigerators Plumbing-Water Heaters 2 Days Within 48 Hours ...