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 that this call IS recorded and MAY be monitored to improve quality.
<Customer Name>, in connection with your <Product Name> Home Service Plan, you hereby authorize Cinch Home Services, inc. and its affiliates and subsidiaries, collectively “Cinch”, to charge your credit card from the account you will be providing me today in order to pay the Service Call Fee due for this service request.
You understand that the charge of <Amount> will occur today, <Date>.
This pre-authorized charge arrangement made today, <Date>, does not modify the terms of the <Product Name> Home Service Plan.
<Customer Name>, with the understanding of the terms I have read to you, do I have your authorization to proceed?”
|
Collecting Card Details
The agent should use the below scripts and actions to collect card details from the customer.
Script |
Actions |
“What is the name that appears on the card you will be using?”
The name must be entered exactly as it appears on the card.
|
|
“Please verify the billing address associated with the card you are using.” |
|
“What is your card number, expiration date, CVV?” |
|
Customer Unable/Unwilling to Pay
Payment is required to secure a service appointment. use the below scripts and actions for guidance on handling payment collection issues that may arise while on the phone with a customer.
DO NOT choose 'SP Will Collect'. Payment must be collected in order to complete the service request.
Scenario |
Script/Actions |
Customer doesn’t understand why we are collecting a payment.
|
“We’ve changed our claim process for added security and faster processing.
In order to secure your service appointment, I will be collecting a Service Call Fee in the amount of <Amount>.
The amount you pay today will be applied to the deductible due for the service request.
The Service Call Fee is non-refundable, as it covers the cost to send a technician to your home.
If your contract deductible amount exceeds the amount collected today, we will contact you upon completion of service to collect the remaining amount due.”
Agents should make every attempt to collect payment from the customer. If the customer is still refusing to pay and will not get off the agent’s line, agents will need to involve a supervisor for assistance.
|
Customer has security concerns with providing payment information over the phone.
|
Agents should reassure the customer that the line is secure, and any payment information collected will only be used to process the one-time charge.
If the customer is still unwilling to provide payment information, agents can direct the customer to place the request through My Account.
Provide the appropriate URL based on the customer’s warranty type:
|
Customer does not have info handy
OR
Customer attempts to use a card belonging to someone else.
|
“I apologize for any inconvenience; however, payment is required to secure a service appointment. Once you have a credit or debit card available, you can place your request through My Account.”
Provide the appropriate URL based on the customer’s warranty type:
|
Customer does not possess a credit or debit card. Can only pay with cash or check.
|
This should be rare. Agents should review the customer’s account in TIMX SCM. If there is a card on file for recurring billing, ask the customer if it is acceptable to use this as a form of payment.
If the customer is still refusing to pay with card, agents can use the below messaging to redirect the customer to My Account to place a request.
“I apologize for any inconvenience; however, payment is required to secure a service appointment. Once you have a credit or debit card available, you can place your request through My Account.”
Provide the appropriate URL based on the customer’s warranty type:
|
Customer’s card is declined.
|
Ensure it is a valid form of payment. Valid forms of payment are:
Ensure the information was entered accurately:
If still unable to process payment with the card provided, agents should ask if the customer has another card available to use.
|
Medical/Urgent AND Customer is unable to pay.
Examples: No funds available, card declined, cash or check only.
|
Agents should make every attempt to collect payment from the customer prior to involving a supervisor.
If unable to collect payment, supervisors may approve for 'SP Will Collect'.
|
The agent should make every attempt to collect payment from the customer. If the customer is still refusing to pay and will not get off the agent's line, agent will need to involve a supervisor for assistance.
- The supervisor will listen to the customers concerns and assess the situation. They will make every attempt to collect the payment from the customer.
- The supervisor is empowered to decide whether to collect the payment or waive with the reason 'SP Will Collect' after they have done all they can to collect the payment.
Reminders
- Payment is required to secure a service appointment.
- Any amount above the $150 cap will be collected at a later time.
"<Customer Name>", at this time I will be collecting $150 of your $200 Service Call Fee. We will be contacting you once your service request is finalized to collect the remaining service call fee." - Payment Confirmation Receipts are automated. When a customer requests a receipt for payment, ensure we have the right email address recorded in TIMX SCM. They will receive an automated email providing confirmation of payment.
SAMPLE PAYMENT CONFIRMATION EMAIL: - For multi-item / same trade service requests, agents should collect payment on the first service order. For subsequent service orders of the SAME trade, no payment is due. Agents can choose 'Multi-Item Job' when prompted for the subsequent payment.
- For multi-item / multi-trade service requests, agents must collect one payment for each trade.
- Agents can see if a payment was collected from the Service Order record in ServiceBench. If a customer states that they made a payment through the IVR, agents can confirm if the payment processed in TIMX SCM.
Helpful Links
Related Articles
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 ...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 ...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 ...