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Script |
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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 paper handy so I can provide you with the Service Provider’s contact information?” |
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Appointment Scheduling |
“The company name is <Company Name>, their phone number is <Phone Number>. Provide them with this service request number <Service Request Number>.” |
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Set Expectations |
“On the day of the appointment, a service technician will go to your home to determine the cause of failure.” |
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Customer Requires More Information About Deductible |
“The deductible is paid per trade on each service call made toward the covered portion of any claim. Trades include appliances, cooling, heating, electrical, plumbing, and any other trade specifically required to service items listed in your warranty.” “If the initial service call amount is less than the deductible and further services are rendered, the remaining balance on the deductible will be due.” |
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Script |
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Advise |
“<Service Professional Name>, thank you for accepting our request to service our customers <Item> located at <Customers Property Address>. If you have a pen and paper available, I would like to provide you with the service details. Are you ready to take down the information?” |
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Appointment Scheduling |
“Please contact the customer at <Customers Contact Information> to schedule an appointment with them directly. The service request number assigned to this request is <Service Request Number>.” |
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Set Expectations |
“While at the home, if you have determined the cause of failure and completed your diagnoses, please call our Authorizations Department at 1-800-331-7421 for authorization of all jobs over $300 (labor and parts minus deductible). Please note that non-compliance can lead to payment delays and adjustments.” “This will enhance our customer experience, decrease cycle time to improve resolution and make it easier for you to process your claim, ensure accuracy on your billing and receive your payment in a timelier manner.” |
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Customer Requires More Information About Deductible |
“The deductible is paid per trade on each service call made toward the covered portion of any claim. Trades include appliances, cooling, heating, electrical, plumbing, and any other trade specifically required to service items listed in your warranty.” “If the initial service call/diagnostic fee amount is less than the deductible and further services may be required, upon approval of coverage, the remaining balance on the deductible will be due. Kindly call our Authorizations Department at 1-800-331-7421 with your findings.” |