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Script |
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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 choice.” Emergency or Supervisor Approval: “<Customer Name>, due to your current situation and the availability of our network Service Professionals, I can authorize you to contact a licensed and insured local service company of your choice to expedite your service request.” |
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Provide Instructions |
“If you have a pen and paper available, I would like to give you the Service Request Number. When scheduling the appointment, please provide it to the Service Company.” “It is very important that the technician call us from your home at 1-800-331-7421 with their diagnosis prior to completing any repair/replacement. Please understand that, in accordance with your warranty agreement, the work will not be covered if it is performed without prior approval.” “If the Service Professional will not accept third party payment from us, we ask that you pay for the pre-approved services rendered and we will reimburse you for the authorized approved amount, minus your deductible.” Advise of information needed to be collected in the Customer Instructions. "The reimbursement will be forwarded to you with 2 to 4 weeks from receipt of
your paid invoice.”
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Close Call |
“<Customer Name>, do you have any further questions? Thank you for calling Customer Service.” |