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 | |||||