𝗔𝗛𝗦 𝗦𝗖𝗥𝗜𝗣𝗧

Thank you for calling AMERICAN HOME SHIELD/HOME SECURITY OF AMERICA. This is CRIS how can I assist you today?
I can imagine how worried you are that ______ is not operating, I would also feel the same thing if that happened to me, but you got the right person on the line let's figure out together to resolve this matter.

In order to assist you, may I please have your property address? May I have your phone number? May I have your property address? - I would like to validate your e-mail address that we have on file. Can you please confirm your email address? - Can you please verify the best phone number to use to contact you?
For me to address you properly may I know your FIRST and LAST name please. - Is it okay to call you by your FIRST name

In order to assist you, may I please have your property address? May I have your phone number? May I have your property address? - I would like to validate your e-mail address that we have on file. Can you please confirm your email address? - Can you please verify the best phone number to use to contact you?
For me to address you properly may I know your FIRST and LAST name please. - Is it okay to call you by your FIRST name

(CS NAME ) but don't worry, I'll just access your account on my end so I can give you the right instructions.
Would you mind waiting for a minute or two while I check this information? - thank you for holding while I checked on that. I really appreciate your patience.

CARD ON FILE

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.

CONTACTOR

I have a work order for an/a ---- that's -----, IF EXPEDITED. Would you be able to provide this with expedited service?
The vendor will ask: property address and name, GIVE DETAILS. If approved, ask the POSITION and NAME (first name ) of the vendor, document.

thank you for holding while I checked on that. I really appreciate your patience.
I found a best contractor for you, if you would like to write down the details please tell me if you`re ready. ______ Would you like me to send you an email and SMS regarding our transaction?

CLOSING SPIEL

(Name of the Member), 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 I can do to help you furthermore.
[ What I did today is to create a service ticket for your (appliance, issue) ]. I am happy to be your representative today and I just would like you to know that there is a survey after this call. A rating system were 5 is the highest and 1 is the lowest. If you wish to participate please stay on the line. Once again this is CRIS your American Home Shield/Home Security of America agent. Have a great day ahead!

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.

NO UPDATE

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.

CANCEL W/O

I'm glad to hear everything is working properly. You did the right thing by calling us to cancel the service request

[ 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

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.

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