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 collecting a
$10 surcharge on service claims to help cover these added expenses, which
helps us keep things operating as smoothly as possible for you.”
|
Additional Surcharge Explanation
In some scenarios the customer will push back or request further explanation for the surcharge. Use the following rebuttals to attempt to obtain approval for the charge.
|
Initial Rebuttal Script
|
|
“<Customer Name>, I understand your hesitation with
paying the surcharge. We strive to provide the best experience possible, and
this surcharge allows us to continue doing so.”
|
|
Follow-up Rebuttal Script
|
|
“<Customer Name>, I understand you did not expect this
increase and I want to make sure your situation is taken care of. Shall I go
ahead and initiate your service request.”
|
Talking Points
Agents can also use the below Talking Points to better explain the surcharge to the customer.
- The collection of surcharge is a temporary situation due to an unusual market situation. We hope this changes in the future.
- The pandemic impact on manufacturing, labor shortages, and availability of parts and goods have attributed to the reason for the surcharge.
- Due to shortages and supply chain impact many companies are now including surcharges or increasing prices to help deliver the same level of support and service.
Waive Surcharge
If the customer still refuses to pay the surcharge after 2 rebuttals or is threatening Legal/BBB/Social Media, then reach out to a supervisor to obtain approval to waive the surcharge.
|
Waive Surcharge Script
|
|
“I understand your concern and as a one-time courtesy will
waive the surcharge for this service request.”
|
Warranty Verbiage
Under General Exclusions and Limitations:
|
Warranty Verbiage
|
|
This Agreement does not cover delays or failures to provide
service caused by, or related to: any of the exclusions listed herein;
shortages of labor and/or materials; or any other cause beyond our reasonable
control. This Agreement does not cover additional charges to access or
transport materials, supplies, or independent service contractors to the
covered property due to lack of or inhibited serviceability, such as but not
limited to, tolls, required use of ferries or barges and/or remote locations.
|
Helpful Links
Related Articles
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 ...
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 ...