Cx-Painting Support Center
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ScenarioNo ShowNo Show
OpeningWelcome to Urban Company! I'm [Associate Name] How may I assist you today?Welcome to Urban Company! I'm [Associate Name] How may I assist you today?

Canned Responses (Level 1)I apologize that the booking could not start on time. Allow me 2-3 Mins to contact the professional and understand the reason for this delayI apologize that the booking could not start on time. Allow me 2-3 Mins to contact the professional and understand the reason for this delay

Sub scenarioProfessional is reaching the customer locationProfessional Non Responsive/Refusing to deliver the service

Canned Responses (Level 2)As checked with the professional, he will be reaching your location in the next [XX Mins].

Set reminder as per PX visit date and time..		We tried contacting the professional multiple times. Sadly, the assigned professional is not reachable at this moment. 
 

Sub scenario-NO show on fulfillmentNo show on house painter

Canned Responses (Level 3)-We tried contacting the professional multiple times. Sadly, the assigned professional is not reachable at this moment. 
please allow me 2 hours will update you here.

(Raise to city team on slack)
 -
(Pitch for reschedule )

 apologize that no professional is available to serve you at the assigned time. Would request you if you can let us know any other suitable time  as per your feasibility, so that I can look for the professional for the same time.

We have available few slots here ---

Showing Slots for Today - ""Date""

-------  -------  ------- ------- ------- ------- ------ -------

Sub scenario--Customer ready to Reschedule on the defined slotsCustomer Denied To Reschedule the Request
Canned Responses (Level 4)--As confirmed we have rescheduled the request for your preferable time. I apologize for the unintentional error and we assure you that this type of error will not occur in near future. Please consider this as an exception and give us a chance to serve you better in future. Please help me with the expected resolution in the case.
Sub scenario---Want To CancelWant Service For BT
Canned Responses (Level 5)---As per your consent, we have cancelled your request from our end. The booking amount will be refunded back to your source account within 5 - 7 working days.We regret for the inconvenience, but because of high surge in demand in your area the professionals are not available in your area to serve you at the moment. Please consider this as an exception and suggest the further proceeding in this case.
Closing
Thank you for connecting with Urban Company ! Have a great day ahead.