Call Flow

upon checking here ur item is not covered. so what Im going to do here in my end is I will try to pull up the coverage if ur item is covered so we can process your request.

A s far as id like to help you with your concern regarding to your garage door I can't help you with this because it is not covered. but i want to remind you that if there's any concern you would like to raise with the AHS will help you with that. however I can help you to find another contractor to fix your garage door.

CALL FLOW FOR MOCK CALL:

Hi! Thank you for calling American Home Shield, this is Bry. How may I help you today?

I can imagine how frustrated that can be because your_______. I have experience a similar problem recently, so I understand what you are saying. But none to worry, Let me see what I can do to help you out. let me just pull up your account and let’s see what I can do. okay? awesome

So, is there any way you can tell me your contract number? Now, can you tell me your property address? (OR that’s fine, can you tell me your property address on file instead?) Alright, now 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 with your first name? -----?

Thank you so much for that -----, now I have your account in front of me but 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?)

IF MEMBER REFUSES TO PAY NOW (you can certainly pay the trade service call fee after the contractor’s initial visit to your home. Your payment will be processed after the technician has visited the home > This gives you one less thing to worry about once the service contractor arrives for your service request issue. > ----- I will be happy to enter your service request. Please be aware that you will be billed by AHS for the $XX trade service call fee.)

IF MEMBER WILL PROVIDE DETAILS: ---------, to protect the confidentiality of your payment information, I need to stop the automatic recording before proceeding with this call. After I’ve collected your payment details, I will start the recording again.

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? awesome!

(IF EXPEDITED, INFORM THE MEMBER THAT YOU'LL PUT THE CALL ON-HOLD: Hey --- I'll call the assigned vendor and ask them if they are able to do an expedited service for you. For that matter, can I place this call on hold for a minute or two?

CALL VENDOR: Hi this is BRY from, American Home Shield Customer Service. I have a work order for an/a ---- that’s -----. I’m wondering if you can do an expedited service on this one?

the vendor will ask: property address and name, GIVE DETAILS. If approved, ask the POSITION and NAME(first name) of the vendor.

THANK YOU FOR PATIENTLY WAITING! Goodnews! I have found the best contractor for you!

Do you have a pen and a paper near you so that you can write down the contractor details that 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? Thank you!

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 help you with?

Alright. Before we end the call, you will receive a survey with a rating of 1-5 with 5 being the highest to rate your experience today. 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, this is BRY. Have a great day