GENERAL EMPATHY STATEMENTS * I understand that you are upset and want resolution for your _________ • I can see that you are frustrated because the part of your item /appliance/unit is on order. • So, you are saying that you are upset because the service contractor was ---- • I can imagine how concerned that you are because the ---------- is not working. • So, you are saying that you are worried that your will not be running before your guest arrives. • Sounds like you are happy with the service contractor but disappointed that the machine cannot be repaired. • Your situation sounds stressful; let’s see what can be done to resolve this issue. Hi! Thank you for calling American Home Shield, My name is Bry. How can I assist you today? * But none to worry since you got me on the line I'll be more happy to assist you with your concern. * thank you for notifying us regarding to your concern * I apologize that you have had these issues with your ------. Please give me a moment to review it and see what I can do to resolve this. * A/C - I know how inconvenient and frustrating it is to be without cool air in the home, especially this time of year. I am sorry you are experiencing this, and I want to help you get this resolved. • HEATING - I can imagine how uncomfortable it must be to be without heat in the cold temperatures. I am sorry you are experiencing this in your home. ELECTRICAL * I'm sorry to hear you are having issues with your electrical. I know that electrical problems can be a concern until resolved. PLUMBING ISSUES * I'm so sorry to hear you are having issues with your plumbing. You did the right thing by giving us a call to have a technician sent out to diagnose and repair or replace any covered item or system. • I am sure it is very difficult to be without hot water to your home. I will do all I can to help get resolution for you and your family. NO UPDATE FROM TECHNICIAN/COMPANY * I know it is frustrating to not hear anything back from the service contractor. Please allow me to verify the status of the work order for you. CANCELLING POLICY • I am glad to hear you were able to sell your home. Hopefully, in the future we will have an opportunity to reestablish our relationship. • I am sorry to hear you have decided to cancel your contract. Hopefully, you will consider us again in the future as we do value your business. CANCELLING WORKORDER • I'm glad to hear everything is working properly. You did the right thing by calling us to cancel the service request. FOR VERIFICATION PURPOSES MAY I HAVE your contract number? pLEASE? Now, can you tell me your property address? please? AWESOME, can you tell me your first name and last name please? (if not clear) can you spell it out for me please? Alright, is it okay if I call you -----? Thank you so much for that -----, now I have your account in front of me SO I need to verify this information. Can you give me your email address on file and your phone number on file as well? (if wrong details) it looks like you have a different (phone number/email address) on file, do you have any alternate (phone number/email address)? Now that I have verified your account, let me proceed on creating a service request for you. You mentioned that your ----, when did this start occurring (OR when did you first notice this problem?) ASK ATTRIBUTE DETAILS Thank you for providing that information about your ---- now, is there any other non-functioning (HVAC system/ appliance/plumbing) in your home? (IF YES: ask attributes for next item// IF NO: alright, now let’s continue) While I’m entering your service request, I just want to make you aware that there will be a $XX trade service call fee due. I don’t see that you have a payment source on file so I will need to secure that now. Will you be using a credit card or bank account to pay your trade service call fee? Or, what credit card or bank account would you like me to put on file. (OR, (customer name), we are ready to send a contractor in response to your service request. I see you have a payment source on file ending in XXXX. Would you like to use that payment source for your trade service fee?) Can I have your credit card number? When does this card set to expire? Can I have your ZIP code please? Alright thank you so much for that, now let’s proceed on finding the right contractor for your concern/s. But first, ----, Who would you like to be contacted regarding this dispatch? is it okay if the contractor will you call using this phone number and email saved on file? Alright Calling the vendor: the vendor will ask: property address and name, GIVE DETAILS. If approved, ask the POSITION and NAME(first name) of the vendor There! I’m glad to inform you that I have found the best contractor for you! Do you have a pen and a paper near you so that you can jot down the contractor details I’m about to tell you? Perfect! provide contractor company name, office number I’ll also share to you your dispatch number. This will serve as your reference in case there will be an issue or inquiries about this work order. provide dispatch number ---- would you like me to send you a message about our transaction thru SMS and email? There! I have successfully placed a work order for you with the dispatch number XXXXXXXXXX. Please keep your lines open as the contractor will contact you for the appointment until the end of the next business day (24 business hours) and they have until the end of the following business day (48 business hours) to initiate service. Is there anything else that I can assist you with? "I am glad that I was able to address all of your issues today. Before we end the call, you will receive a survey with a rating up to 5, to rate your experience with myself. 5 being the highest score possible. Should you want to participate, you can stay on the line. We appreciate your time and your feedback in advance! Again, My name is Bry, thank you for calling American home shield. Have a great day! GHOST SPIEL I can't hear anything on my end but if you can hear me, please give us a call back so we can assist you properly, thank you again for calling American Home Shield this is BRY, we look forward to talking to you soon. "I apologize for keeping you waiting. However, the escalation department is currently handling volume of calls. No worries, I will raise this concern by creating a callback request ticket. Here's the reference #. The customer must agree to pay an additional trade service call fee if the second opinion vendor's diagnosis is the same as the first diagnosis. OUTBOUND CALL BACK: (check/eks) 💬 Hi, this is (Employee Name) with your home warranty company contacting you regarding your recent request for a call back. May I ask are you the person who requested the call back. Note: If the response is no, 💬 May I speak with the person who requested the call back? Note: Restate name and greeting to new party on the phone. 💬 Hi, this is (Employee Name) with your home warranty company contacting you regarding your recent request for a call back. INFORMATION IF THE BUYER OF THE ACCOUNT IS DEAD AND THE RELTIVES CALLED IN. PROVIDE THIS INFORMATION AHSRealEstate@ahs.com FAX NUMBER 855-237-7788