CTI Populated - Contract Holder

1) Say: “Thank you for calling customer service or sears home warranty support center, my name is (). To
whom do I have the pleasure of speaking with?”
2) Say: ”Thank you Mr./Ms.()”
*If Calling # = Cellphone on CTI ask: “Is the phone number you are calling from, your cellphone number on
file?”
*If Calling # ≠ Cellphone on CTI ask: “May I please have the cellphone number associated with the account?”
*If No cellphone on CTI “May I please have the cellphone number associated with the account?”
3) Say: “I have your house address # as ### and zip code as #####, is that correct?”
4) Ask: “May I please have your email address?”
5) Ask: “Are you calling to place a new service request or follow-up on one?”

Note: *Please remember that the main number that is required to be validated is the cellphone number, if by
any reason the customer just have a home phone on file, we need to validate if the customer requires to
update a cellphone number on file.

*If the customer does not remember the email address on file, please provide them a hint “domain”
(outlook.com,gmail.com,yahoo.com...).

*If the customer does not have an email address on file, we need to validate if the customer wants to have
an email address updated for future electronic follow-ups.

CTI Populated - No Contract Holder

1) Say: “Thank you for calling customer service or sears home warranty support center, my name is (). To
whom do I have the pleasure of speaking with?”
2) Say: “I am seeing a different name on the contract, Can you please confirm the name of that person and
your relationship?”
3) Ask: “May I please have the cellphone number that should be on file for the contract holder?”
4) Say: “I have your house address # as ### and zip code as #####, is that correct?”

CTI Not Populated - Contract Holder

1) Say: “Thank you for calling customer service, my name is (). To whom do I have the pleasure of speaking
with?”
2) Say: “Our system was unable to locate your information, May I please have your cellphone number?”
3) Ask: “Can you please confirm your full property address?”
4) Ask: “May I please have your email address?”

CTI Not Populated - No Contract Holder

1) Say: “Thank you for calling customer service, my name is (). To whom do I have the pleasure of speaking
with?”
2) Say: “Our system was unable to locate your information; May I please have your cellphone number?”
3) Say: “I am seeing a different name on the contract, can you please confirm the name of that person and
your relationship?”
4) Ask: “ May I please have the full property address?”