terms

Open the Call
- Brand the call
- State your name
- Offer assistance

Ex: "Thank you for calling your Home
Warranty Company. My name is Steve. How
may I help you today?"

Acknowledging Customer's Concerns

Sample Response:
"I know how urgent this concern is.
Don't worry, I will look for options
on how we can fix your heating system?"

1. Empathy
2. Assurance
3. Paraphrase

I understand that you are tired of waiting. Worry no more, I will help you know where are they as of the moment, and will try to contact them.

I understand that you are having a hard time because of the malfunctioning of your air conditioner. But relax, I will make sure that throughout this call I will help you with the necessary steps in troubleshooting your appliance.

I understand you are frustrated that you received a wrong product for your warranty. Don't worry, I will be replacing your product as soon as possible.



Collect Basic documentation
Contract nmber
Phone number
property address
name


Active Listening


Product Repairs
1. Probe relevant questions:
- Identify what is not functioning properly.
2. Identify customer's contract coverage
a. If concern is covered proceed to step 3.
b. If concern is no longer covered provide options.
3. Re-confirm the following with the customer:
- Name of System/Appliance and probed symptom
- Property address & phone number on file.
- Email on the file.
4. Inform customer of the following:
- Contractor will call the customer within 4 hours to set an appointment within 24 -48 hours.
- Contractor's company name, phone number and dispatch number .
- Service Fee or Trade Service Call fee.


keywords in a call:
concern
contract
covered
name
phone number
contract number
email
contractor
service request


AHS terminologies
contract - is a voluntary arrangement between two or more parties that is enforcable by law as a binding legal arrangement. Coverage of repair and replacement depends on the contract a customer has.

service request - when a covered item(based on the contract) breaks down, customers can call AHS to make a service request.

service fee/ trade service call fee - the fee collected for every service request made and this will be collected per trade.

Renewal

Contractors - expert technicians per trade.

Trade - area of expertise.
Plumbing
electrical
appliances
cooling
heating

dispatch number - ref number for the contractor...

Shield agent
A- Actively Listen
G- Give Empathy
E- Explore options
N-
T-

Theresa W. Redwine
39 New Port Lane, Marietta, Georgia 3064
thereballwyn@msn.com
89634371 7704271560
Season coverage optional spa

245789630
4152644248
2449 Chapel St., Boise, Idaho, 77032
Angelina Jolie
aj@gmail.com
2 days cant use washing machine not working.