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

“I’ll be happy to assist you with…”

Placing a Service Request

“May I have your phone number so that I may locate your account?”

Verify:

·         Customer’s property address to ensure correct account is displayed.

·         If the account is missing information (ex. Email Address), ask the customer if they would like to add the information to the account.

·         If the customer immediately provides their claim/contract number, then the zip code and street address need to be verified. Then ask: “Has any of your contact information changed?”

“How may I assist you today?” (used after verification for new request or follow up)

Gathering information for Service Request

“What is the item you are requesting service on?”

·         Gather Brand, Model/Serial, Location of item.

“Where is the item located in the home?”

“What is the symptom/failure of the item”

Appointment Schedule & Deductible Responsibility

“<Customer Name>, do you have a pen and paper available to write down some important information?”

Provide Service Professional Assignment/Scheduling Appointment Script​

Closing

“Is there anything else that I can <answer for you / assist you with> today?”

“Thank you for calling Customer Service”