Customer Service Exceptions
Create the Call Back Exception
The Call Back Exception is created when a Customer Service agent has an escalated call and a Supervisor/Case Management is not available OR the customer cannot wait and requests a call back. The agent should first approach a Supervisor to assist or ...
Service Job Exception Creation
Service Job Exceptions are created by a Cinch Agent when additional work is needed from another team or department. Each exception requires specific information to be entered upon creation. Be sure to review the Knowledge Article for the exception ...
Create the SPF-General Conduct Exception
The SPF-General Conduct Exception is created when the Cinch Agent or Customer has feedback for one of our Service Professionals whether it be a compliment or a complaint. Create the exception in Open status. Enter the appropriate Comment Phrase ...
Create the PR-Return Exception
The PR-Return Exception is created when: The Customer advises that the replacement appliance arrived damaged or the wrong item was delivered and the delivery company did not bring it back with them The Service Professional advises that there was an ...
Create the CL-Autho Task Exception
The CL-Autho Task Exception is created when a Service Report and/or additional information is needed on a Service Job. Creating this exception notifies Support Services that the Service Professional needs to be contacted to obtain this information. ...
Create the TSS-Order Equipment Exception
The TSS-Order Equipment Exception is created when either the customer calls Customer Service to accept the replacement offered OR when the Service Professional calls Authorizations to verify that the equipment researched will work. Creating this ...
Create the SS-Claim Credit Review Exception
The SS-Claim Credit Review Exception is created when a claim credit is accepted by the customer. Creating this exception notifies Support Services that the claim is ready to be reviewed and approved to properly pay the customer. Create the exception ...
Create the PR-Tracking Exception
The PR-Tracking Exception is created when a Customer or Service Professional indicates part(s)/equipment have not been received and the ETA has passed. Creating this exception notifies the Parts Sourcing Department that an order needs to be tracked. ...