NL-Soft No Approach

NL-Soft No Approach

 This scripting technique is used when informing the customer of non-covered items, partial non-covered, or fully denied claims.

 It is critical that this information be shared with the customer in a positive manner while reinforcing the benefit of having a home warranty.

 Be sure all "memories" that a customer obtains from speaking to you are pleasant ones and that the customer has a feeling of satisfaction by the end of the call.

 Remember, many customers do not read their complete contract and don't react favorably when asked if they did.
Refrain from asking the customer if they read their contract and provide the information they will need to understand.

Soft No Technique
1. State the Positive
  1. What does the warranty address?
  2. Benefits of the warranty.
  3. What is covered?
2. Advise of Decision
  1. Explain what was not covered and why?
    Avoid negative sentiments such as: "We are not paying for this?"
3. Options/Alternatives
  1. Answer any questions/concerns the customer has.
  2. Provide a reasonable and true solution/alternative.
  3. If applicable, provide referrals.
  4. Don't provide false or misleading information.



View the Soft No Example Scripting job aide HERE













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