April 8, 2024 Spiel and Lecture

SERVICE REQUEST SPIEL: I can imagine how frustrating for not having a working _____ right now. Let me help you in placing a work order.

I can imagine how concerned you must be about the leak in your _____ . Let me help place the work order.

I understand how important it is to have a working ______. I'll be happy to assist you in placing the service

Payment Billing PAST DUE: I can imagine how frustrated you are to keep getting this past-due notice. Let me review the records to see what's going on.

Cancellation of Contract - Service Issue It saddens me to hear that you want to cancel the contract because of the service. Let me check the records to check on what I can do.

Cancellation of Contract - Moving/Selling I understand how concerned you are about canceling the contract because already sold the property. Let me look into the account and check on what I can do I understand how concerned you are about canceling the contract because already moved. Let me look into the account and check on what I can do

Cancellation of Contract - Don’t Need it I understand that you may not need the contract and that you wanted to cancel it. Let me run over your contract and provide you with some option

Cancellation of Contract - Financial I know that you are on a tight budget right and you feel like canceling the contract. Let me look into your account and provide you with some options.

WORK ORDER - ADD ON I know how important it is to add more items to your recent work order. Let me check the records if we can add the item for you.

WORK ORDER CANCELLATION: I understand that your concern is you want to cancel the work order because you don’t need it anymore. Let me check the account and help you to cancel the work order.

RECALL SPIEL: Mr. Customer, I already requested a technician to come to your home to fix the item. Just to let you know if the technician finds out that it's not the same item, there will be a service fee will be due. As long as we are talking about the same item, there is no additional service fee. EXPEDITE SERVICE ANSWERING MACHINE SPIEL: Hello. This is Kate from American Home Shield. I have a customer here requesting for expedite service for his/her __________. His/her name is _______. Located at _________. Please give us a call back if you can accept the service in 30 minutes.

LMTCB technician - Dispatch Note : Customer called in

ESCALATION SUPERVISOR SPIEL: I understand that you are frustrated because of your situation right now. I handle this kind of issue and resolved it many times. Let me go ahead and help you with your concern.

I understand your frustration because of the ______ . I am well trained with this kind of situation. Let me resolve your issue.

PROFANITY SPIEL: I understand your frustration regarding the service request that is delayed. Please avoid using profanity words. If you will keep continue saying profanity word, I may disconnect this call.

Sorry Mr. Customer, I will now disconnect the call. If you still need some assistance, you can contact us back at ____. Again, thank you for calling American Home Shield. Have a great day. Attendee panel closed.

ISSUE RESOLVED: "Is there anything else that I can assist you with?"

"I am glad that I was able to address all of your issues today."

"And just to make a quick recap you called in to"...

"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!"

ISSUE NOT RESOLVED:

"Is there anything else that I can assist you with?"

"And just to make a quick recap you called in to"...

"Again, we apologize that the issue was not resolved over the phone right now. Rest assured that.. (proper setting of expectation on the next steps that will be taken)

"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!

Right Collection Process Day 1 to Day 90

AR Research Request Form to collection team

The account of the customer it must be on the automatic payment

National Collections Institute of America.

MODULE 6 Basic Normal Urgency Service Request

Ways to place a service request: Via Online, Shield Agent, Phone IVR

Symptoms and Attributes

• function allows u to capture the malfunction as described by the member, For example: Dishwasher is continuously running.

Entering a service fee Service fee is due when as service request is initiated.

Queue - there is no available technician and locate available contractor. Queue Direct - Locate technician outside the city of the member

Different Trade needs different service request and different service fee.

Mr/Mrs (member name) at this time, we must stay with the contractor that has been assigned to service your request. We can assure you that (contractor name) is qualified to perform the necessary works. Should you have any problem while the contractor is at your home, please contact us immediately at 800-776-4663 so that we may resolve the issue.

Voicemail to tech for expedited work order: Hi, this is Mel from American Home Shield. I just wanted to ask if you are able to accept an expedited service request for refrigerator. The member needs to store some medicines. Kindly give us a call back to this phone number 555-555-5555. Thank you so much and have a great day!