HomeServe
HomeServe was founded in this country.
United Kingdom (U.K.) in 1994
Thermostats, chimney maintenance & repairs, humidifiers, radiators, air balancing, oil units, heating jacket, electronic air cleaners
Heating System
Customer lookups should be performed using these two pieces of customer info.
Building (house) number and zip code
Customer reference number can be found here.
Introduction (home) screen
If a customer requests a DNC, then ends the call, you do not need to complete the DNC process (T/F)
False
HomeServe permanent repairs are guaranteed for _____.
One year
Cooling system covers valves, contractor switches, internal fuses/breakers, air ducts, geothermal heat pumps, and filter driers
False
This tab in Ensura displays address, phone number, and e-mail address
Customer tab
Stop script (yellow hand)
Scripting highlighted in yellow indicates this
Must be read verbatim
"To free our members from the worry and inconvenience of home emergencies."
HomeServe mission statement
These color coded coverages are acceptable/permissible to offer as new coverages.
Blue (Cancelled)
Green (Lapsed)
This detail under the contract tab indicates how many times the contract has been renewed
Contract version
Customers can receive their plan documents via one of these three options
Postal Mail
Email & Postal Mail
Once their enrollment has been processed, customers must wait this amount of time before submitting a claim
30 days
In addition to the United States, HomeServe also operates in these foreign countries.
UK, Spain, Italy, France
Leaking water pipes, broken water valves, overflowing blocked sinks, and burst water service line under property are all covered under this plan.
Interior Plumbing & Drainage
A customer wants to know how many payments remain on his current contract; click this tab for the answer.
Installments
"Do you own a residential home?" "Is your home permanently secured to the ground?" "Are you currently having a problem with your xxxx components?"
Eligibility questions
Irate customers should be handled using these steps
ASAP
A = Apologize and acknowledge
S = Sympathize and empathize
A = Accept responsibility
P = Prepare to help
HomeServe partners with ______ ________ from all over the U.S. to protect homeowners from home emergencies.
Utility companies
DAILY DOUBLE
Coverage abbreviations:
SSL IE EE
WSL HT WH
IPD CL GL
SSL = Sewer Septic Line
WSL = Water Sewer Line
IPD = Interior Plumbing & Drainage
IE = Interior Electric
EE = Exterior Electric
HT = Heating System
CL = Cooling System
WH = Water Heater
GL = Gas Line
Selling duplicate coverage(s)
A zero (0) next to current coverages means this and a one (1) means this
Zero = does not have this coverage
One = currently has this coverage
"How much will it be after 30 days?" "How long is the contract?" "How do I cancel?" "How do I make a claim?"
Buying signs