Abbreviations
WSL
You must read the Dead Air Script how many times?
Two
Our favorite cat and mouse duo
Tom and Jerry
The customer is not validated, what do we ask the customer to provide?
The service address for the property that you are discussing, and on their name.
ESSL
What is the verbiage that we must state once we add an authorized user?
“Today, we will add [name] as authorized username(s) to your account. Authorized users must be 18 years or older and can make claims, account, or payment changes at any time. It’s that ok?”
Where does Winnie the Pooh live?
The Hundred Acre Woods
When the customer is validated, what do we say ?
"Hi, Thank you for calling... Am I speaking with Mr/Ms________?"
What does the dead air script say ?
Caller, I cannot hear you. If you can hear me, please hang up and call us back at 877-600-4743 (HSES) (or other partner number). Thank you for calling HomeServe and have a great day.
The name of Aladdin's furry friend
Abu
You get a call from the daughter of the account holder, who wants to know what plans her mother has. What do we do ?
We inform the customer that because she is not the authorized user on the account we can only give her general information about the account
WHRR
A customer calls in irate, wanting not to get any mailer from Homeserve anymore. What do we say?
Caller, I cannot hear you. If you can hear me, please hang up and call us back at 877-600-4743 (HSES) (or other partner number). Thank you for calling HomeServe and have a great day.
This sailor always makes sure to eat his Spinach
Popeye!
A customer wants to know how long will it be until they received their T&Cs in the mail, what do we tell them?
7-10 business days
PHPP
Premier Heat Plus Plan
What do we do when a customer is constantly using foul language?
If the customer is using excessive profanities and bad language you should provide 3 opportunities for them to refrain from inappropriate language and advise you may need to terminate the call if it continues.
In this Thor movie we see the reappearance of Loki
Thor:Ragnorok
A customer calls in about a reimbursement, what do we do ?
Reimbursements have to deal with Repair Management, so we get them over to the correct department: Transfer to RM