FINAL SPIEL

OPENING SPIEL Me: Hi, Thank you for calling American Home Shield. This is Dennis. How can I help you?

EMPATHY SPIEL Me: I can imagine how important it is to place a service request regarding on your _______________. Since you have me on the line, I'll be happy to assist you in placing your word order.

Me: I do understand how important it is to ________________________. I'll be happy to assist you in _______________.

Me: I'm sorry to hear that you will be having a problem with your ___________________. Since you have me on the line, I'll be happy to assist you with that.....

Me: I can imagine how concerned you must about the _____________. Since you have me on the line, I'll be happy to assist you with that.....

Me: Before we proceed, would you mind to verifying your First name and Last Name, please. Me: How about the email address associated with this account, please!

(Probing Questions if possible) Me: Just to confirm if I heard you correctly you called in because_________

Me: Perfect. Thank you for providing it as part of our verification process.

Me: Can I put you on hold for at least 2-3 minutes, to check my resources here and make a better resolutions on your concern?

Me: Thank you for waiting! Let me help you now placing the service request.

(Probing Questions if possible)

Me: Is there anything else that I can assist you with?

Me: Before we end the call, I just want to let you know what happened today, you called in to _______

Me: After this call there will be a quick survey, with a rating up to 5, and I hope I earned a 5 today.

Me: Again, thank you for calling American Home shield, please stay on the line for a short survey, have a great day!

09985896721- OM Sedfery Roy Basilio 0995-009-6416 - Ali Serrano

Best Agent

"I am sorry about what happened. I would like to tell you that I am one of the best agent here in Customer Care and if I cannot really handle it, i will ask an assistance to my Supervisor. I will make sure this will be resolved. "

Subtle Approach

"I would love to endorse this call to my supervisor. In order for him / her to assist you better, I want to know your concern so I can give him / her a solid heads-up. So, tell me,how can he / she help you today?"

Sense of Urgency

"I don't want you to repeat yourself to my supervisor cause I know your time is precious. Now that I have a better grasp of your concern, let me solve this for you so you can go back to your day now and not worry about this anymore. Let me make it up to you."

Admit and Commit Approach

"I might have lost your trust along the way but give me another chance to figure this one out for us. With my expertise and your cooperation, we can resolve this in no time."

I'm Also A Customer

"I understand you want to speak with my supervisor. I'm also a customer - I would do the same thing if I feel like I'm getting the runaround here. Tell you what, Mr. Customer, let me resolve this concern by giving you a solid answer and not just a Band-Aid fix."

THIS IS THE SCRIPT IF SOMEONE IS ASKING FOR SUPERVISOR