𝗔𝗛𝗦 𝗦𝗖𝗥𝗜𝗣𝗧 2

CS ASKING FOR SUPV/MGR [ ᴏꜰꜰᴇʀ ᴅᴇꜱᴇꜱᴄᴀʟᴀᴛɪᴏɴ ᴏɴʟʏ ᴏɴᴄᴇ ]

• Sure, I can do that. For me to document the transfer, can you tell me all about your concern? I can probably answer it for you.

• I am aware that you felt uncomfortable talking to me and preferred to speak with the supervisor/manager/higher up's. But can you please explain what's happening? I'd be more than pleased to assist you throughout this call and am confident that I can find something to aid you. Allow me to assist you so that we may complete this quickly rather than waiting for a supervisor/manager/higher up's.

  • [ CS NAME ] my supervisor is currently working on some supplemental activities and may take time to respond. To save your time, I can connect you to our Escalations Team they are not supervisor but trained specialist who handles escalated calls like this. Would you allow me to connect you?
  • [ Since you wanted to talk to a manager. I'll make a callback request ticket to address this issue./I'm still waiting for Escalations Team to answer as of right now ]. I will create a callback request ticket to address this issue in order to save your time. This is the reference number [ 🇬​​🇮​​🇻​​🇪​ ​🇹​​🇭​​🇪​ ​🇩​​🇮​​🇸​​🇵​​🇦​​🇹​​🇨​​🇭​/​🇨​​🇴​​🇳​​🇹​​🇷​​🇦​​🇨​​🇹​ ​🇳​​🇺​​🇲​​🇧​​🇪​​🇷​ ] . Please keep your lines open since we may call you before the end of the next working day or perhaps earlier.

RECALL PROCESS

• [ CS NAME ] you mentioned that you're still experiencing problems with your appliance, that it's not working, is that correct? Allow me to issue a recall on your behalf and send the technician back to your house.

CUS DON'T WANT THE SAME CONTR/CO

I understand why you don't want the same firm to come back to your house. May I present a substitute?

COVERED

• May I please have the Dispatch ID number so I can locate the information?

NOT COVERED

• [CALLER], the [ ITEM ] will be excluded from coverage because [cause of the malfunction] is not covered according to section [applicable contract section] of your contract, which states [applicable contract language]. AHS will not be responsible for repairing the [ ITEM ] if it malfunctions for the same reason in the future. However, AHS may still service the [ ITEM ] for unrelated covered malfunctions.

VOICEMAIL

• This is Cris from your AMERICAN HOME SHIELD/HOME SECURITY OF AMERICA phoning. I apologies for dropping your call and wanted to let you know that we are still here to help you with your problem. Please return our call at 800-776-4663. Thank you so much, and have a nice day.

• Hi this is CRIS from AHS customer service, I am calling for this dispatch (state the dispatch #), I am calling for (name of the holder), located on (address), we are needing a expedited request. Please respond in 30 mins. Again this is CRIS, thank you!

DISCONNECTED CALL

[ CS NAME ], this is CRIS from your AMERICAN HOME SHIELD/HOME SECURITY OF AMERICA. I apologize that your call was dropped, and would like to continue assisting you.

CALL BACK

• Hey there, this is CRIS calling on behalf of your American Home Shield/HOME SECURITY OF AMERICA to discuss your recent request for a callback. May I ask if you are the one who requested the call back?

  • May I speak with the person who requested the call back?

  • How can I assist you today?

    [ For quality assurance, this call may be recorded. ]