Work delay


Note-	For all Refund cases checking customer fraud score is mandatory ,No refund should be given to customer with fraud score 100
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	(If cx reach on initial days of the projects )Call Professional and confirm about the issue, check with px why there is delay and by when he			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 delay ( resaon updated by partner) . He will complete the project (date given by time).we will be taking follow up till project completion			Response 1-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 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- 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 2 hours we will again try to connect with rm . set a reminder for 2 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 disagree	if partner not agree		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. (if job is not ended on fixed timelines raised on slack )	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. "Arrange a con call b/w Customer and Partner and try to set a realistic timing for comepletion of project. Followup to be done till Project completion "	If Partner not aligned - appologize CX and raise to city POC on slack (POC list). Request CX to allow 2 hours to update our next step, set a reminder for 2 hours. .		If cx agree inform partner and ask him to rectify follow up needed till completeion	Align sme visit	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
		if post con call cx not agree Set CX expectations - If we push the project to complete quickly can sometimes lead to poor quality.
tagging	tagging who is at fault-rm adherece led reason of complaint -ongoing job sub - work delay resolution offered- ongoing project same partner solved reason for follow up - ongoing project follow up required		tagging who is at fault-rm adherece led reason of complaint -ongoing job sub - work delay resolution offered- ongoing project same partner solved reason for follow up - partner /sme not responding