SPIELS

*NEW SERVICE REQUEST :Thank you so much for calling American Home Shield, this is Nica, how can I assist your today?

:I can see that you're concern about your (...)

:(Am I speaking with Mr/Mrs.? / :How are Mr/Mrs ?)

:ok so just let me go ahead and process your service request , please bare with me.

:Okay so in order to pull up your account , may I know your first and last name so I can address you properly? and as well as your property and email address for verification?

:Thank you for providing me those information

:Ok so by the way regarding for your request, may I know what is the issue of your (...)

: Ok so how many (...) do you have?

: Where is it located?

: And also what is the brand of your (...)

: Ok so just to inform you the service fee will gonna be a $100 and to confirm, and for the payment the last 4 digits of your card/checking account is ending with 1234 ...)

: And who would you like to be contacted regarding this service request? it is you to be contacted . and your phone is (....) is that correct?

:Just to inform you the assigned vendor is (...) , and im gonna provide you the phone number , and if you have a pen and paper so you can write it down , and just tell me when you're ready.

:ok so just let me go ahead to assign this vendor

: And how would you like to get the details , is it on sms or email address?

: Ok so there you go , I successfully placed the service request, and keep your lines open so that the technician can contact you for 24 to 48 hrs regarding things service request .

: And is there anything else I can assist you with?

:Im glad that I was able to assist you with that

:And just for a quick recap you called in because (...)

:Before we end the call, you will receive a survey with a rating up to 5, 5 being the highest score possible. Should you want to participate, you can stay on the line. We appreciate your time and feedback in advance!"

:Again, thank you for calling American Home shield, have a great day!

(Choosing a vendor) :this is system generated and we're not he one who assigns the vendor.

(Putting on hold) :I'll just put you on hold for about 2 to 3 mins , I will just check my resources. :Thank you for patiently waiting

========================================= *CANCELLING THE CONTRACT :It's sad to hear that you wanted to cancel your contract?

:May I know the reason why you wanted to cancel your contract?

:Oh I see, I know how important it is (...)

:Okay so in order to pull up your account , may I know your first and last name so I can address you properly? and as well as your property and email address for verification?

(1st rebuttal) :I understand why you may feel that this is not of any interest to you however, I can assure you that our customers told me the exact same thing and now they are using our warranty and come to think of it if you don't have a warranty wit us, you may spend big amount of money just to replace your appliance or systems.

(2nd rebuttal) I highly suggest to keep your contract with us. Imagine paying only $.$$ per day and have a peace of mind that what ever happens to your systems or appliance you have it covered instead of paying for a new one or the hassle of looking of someone to repair it.

(Keeping the contract) :I'm glad to hear that you are keeping your contract, this confirms that you see the value of having a warranty with us.

(Transfer the call) :I respect your decision, so now you will be routed to the cancellation department to assist you on your concern.

:Before we end the call, you will receive a survey with a rating up to 5, 5 being the highest score possible. Should you want to participate, you can stay on the line. We appreciate your time and feedback in advance!"

:Again, thank you for calling American Home shield, have a great day!

========================================= *EXPEDITED SERVICE REQ. :Thank you so much for calling American Home Shield, this is Nica, how can I assist your today?

:ok so just let me go ahead and process your service request , please bare with me.

(I'll be more than happy to assist you with)

:Okay so in order to pull up your account , may I know your first and last name so I can address you properly? and as well as your property and email address for verification?

:Thank you for providing those information

:I can see that you're concern about your (...) and you want an expedited service request.

:Ok so may I know what is the reason why you wanted to expedite the service request.

: May I know what is the reason why you wanted to place an expedited service request

:Ok so how many (...) do you have?

: Where is it located?

: And also what is the brand of your (...)

: Ok so just to inform you the service fee will gonna be a $100 and to confirm, and for the payment the last 4 digits of your card/checking account is ending with 1234 ...)

: And who would you like to be contacted regarding this service request? it is you to be contacted . and your phone is (....) is that correct?

: Can I put you on hold for about 2-3 mins I will just call the technician if we expedite your service request.