Cinch Home Services

Customer Service Call Flow

Scripting/Handling

Greeting “Thank you for calling:

Customer Service

Sears Home Warranty Support Center

My name is…..”

“To whom do I have the pleasure of speaking with?”

“May I please have your first and last name?”

Verification: CTI Contract Holder Non-Contract Holder

Populates

"Is the phone number you’re “I’m seeing a different name on the
calling from your cell phone contract. Please verify the contract
number” holder’s name and your
relationship to them”
                                OR

“Please verify your cell phone

number.”

“I have your house address number “Please confirm the cell phone
as <House Number> and your zip number we should have on file for
code as <Zip Code>. Is that the contract holder.”
correct?”

“Please verify your e-mail address.” “Please confirm the full property
address.”

Verification: CTI Contract Holder Non-Contract Holder

Does Not Populate

https://desk.zoho.com/portal/cinchhomeservices/en/kb/articles/customer-service-call-flow
 “Please confirm the cell phone “Please confirm the cell phone
number associated with the number associated with the
account.” account.”

“Please confirm the full property “I see a different name on the

address.” contract. Please verify the contract
holder’s name and your
relationship to them.”

“Please verify your e-mail address.” “Please confirm the full property
address.”

Customer Request “<Customer Name>, are you calling to place a Service Request or to
Type follow up on an existing one?”

Relevant Response: “I understand how important it is to have a working <Item> and will
Initial be happy to create a service request for you.”

“I’m glad you called me today to help you with this. I know this is
important to you.”

“I’m sorry to hear your <Item> is not working. Let’s go ahead and
get some information to create a service request.”

Relevant Response: “I apologize for the delay in fixing your <Item>. Let me review your
Follow-Up service order so I can share updated information with you.”

“I know how important it is to have a working <Item>. I apologize

for the delay and will review your service order to check for
updates.”

Willingness “I would be happy to help you with that?”

“I will be happy to assist you with your <Item>.”

“I can create a service request for you today.”

Gathering item “What is the item you are requesting service on?”
information Gather Brand, Model/Serial, Location of Item.

“Where is the item located in the home?”

https://desk.zoho.com/portal/cinchhomeservices/en/kb/articles/customer-service-call-flow
 “What is the symptom/failure of the item?”

Conversation Points “I’m reviewing the calendar to get the earliest appointment.”

“I’m reviewing Authorization notes to make sure I have updated

information for you.”

“I’m reviewing your service order to see if the service provider

submitted additional information.”

Informed Silence “<Customer Name>, there may be silence as I review your service order.
Please know I will still be on the line if you have additional questions.”

Hold Procedure “<Customer Name>, may I place you on hold to <Action being taken>?”

Examples:

“Review the updates to your order.”

“Check the status of your part/replacement.”

“Review updates from the service provider.”

Service Order “<Customer Name>, do you have a pen and paper available to write down
Expectations some important information?”

Provide Service Professional Assignment/Scheduling Appointment

Script.

Closing “Is there anything else I can <Answer for you/Assist you with> today?”

“Thank you for calling…

Customer Service”

Sears Home Warranty Support Center.”

https://desk.zoho.com/portal/cinchhomeservices/en/kb/articles/customer-service-call-flow
https://desk.zoho.com/portal/cinchhomeservices/en/kb/articles/customer-service-call-flow