quality issue
| Opening | Welcome to Urban Company! I'm [Associate Name] How may I assist you today? | |||||
| Canned Responses (Level 1) | I apologize for the experience you had and would appreciate if you could elaborate on your concern here so that I can assist you better. Please confirm the service. | |||||
| Canned Responses (Level 2) | Thank you for providing the necessary information; Please stay connected and allow me 2-3 mins to review it. | |||||
| Agent Action 1 | Call Professional and confirm about the issue | Professional Not Contactable ( 1 Attempt 2 Calls ) | If cx reach out ON HAND SHAKE DATE (final date or post completeion of the project) | |||
| Canned Responses (Level 3) | I apologize for this substandard experience. I have check with professional he updated that (reason shared by partner) . though we aligned him to rectify the issue. | Response 1-We made many attempts to get in touch with the professional, but unfortunately we are unable to get in touch with professional . request you to allow us 15-20 min we will again try to connect with rm . set a reminder for 15 minutes . If still Partner not contactable - Raise it to City team on slack(POCs) . Response 2-We made many attempts to get in touch with the professional, but unfournatley we are unable to get in touch with professional . request you to allow us 24 hours we will again try to connect with rm . set a reminder for 24 hours | I apologize for the inconvenience caused to you, please be assured I'll surely help you with the same. if you have any issue with painting service we can inform partner | |||
| CX agreed | cx/px disagree | cx agree | cx want different team | cx do not want anything | ||
| If both aligned - Ensure CX that we will complete the project in given timelines and we will followup the progress everyday. Confirm from CX we can followup with them everyday. If yes - then confirm time and set reminders every day after every followup accordigly. If NO - confirm comfortable frequecy from CX and set reminders and take followups accordigly. fup till completeion | To help you better with your concern, allow me to setup a conference call between you and the professional. This will help avoid any further discrepancies and ensure clear communication. rrange a con call B/W Customer and Partner and align Partner to fix the issue. Inform CX that we will followup next day at CX's suitable time. Confirm time and set reminder for that time. If issue fixed by Partner next day, check with cx if we can close the ticket or not . if yes close if not do not close and take fup up If final shade issue (19-20% difference )Set cx expectation If cx want quality inspector visit .aling sme visit as per cx availability and set reminder as per sme visit date and time If partner is active ifnorm partner too about sme visit (try to send sme and pl together on visit and ask sme to guide partner on how to fix) IF seepage/undulation or cracks issue please refer to OOW SOP If issue is not fixed by Partner - Raise to city team on slack (POCs) , ask CX for 24 hours. Set reminder for 24 hours. If issue still not fixed align SME for Inspection | if cx agree inform partner and ask him to rectify follow up needed till completeion | align sme | I apologize for the unintentional error and we assure you that this type of error will not occur again. Please consider this as an exception and give us a chance to serve you better in future. if cx denied discuss with bhawna /piyush and close | ||
| tagging | who is at fault-rm quality led reason of complaint -ongoing job sub - customer wants pro to be chnaged resolution offered- ongoing project same partner solved reason for follow up - ongoing project follow up required in case of sme visit who is at fault-rm qulaity led reason of complaint -ongoing job sub - customer wants pro to be changed resolution offered- ongoing project same partner solved reason for follow up - sme visit schedule" | who is at fault-rm quality led reason of complaint -ongoing job sub - customer wants pro to be chnaged resolution offered- ongoing project same partner solved reason for follow up - ongoing project follow up required in case of sme visit who is at fault-rm qulaity led reason of complaint -ongoing job sub - customer wants pro to be changed resolution offered- ongoing project same partner solved reason for follow up - sme visit schedule" | tagging who is at fault-rm qulality led reason of complaint -poor service sub - patchy work/cracks/oow/seepage/undulation resolution offered-same partner revisit reason for follow up - partner /sme not responding | |||