Poor service
| 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 | Call Professional and confirm about the issue | |||
| Calling Required | CX- No/PX - Yes ( 1 | CX- No/PX - Yes | CX/PX - No | |
| Pitch For Same Pro Revisit | Professional Not Contactable ( 1 Attempt 2 Calls ) | Customer need service from Different professional/ same professional is archived. | ||
| Canned Responses (Level 3) | I apologize for this substandard experience. I have shared the feedback with the professional regarding the same and he is ready to rectify the issue from his/her end, so if you agree may I arrange a revisit for you with the same professional | 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 unfortunately we are unable to get in touch with professional . request you to allow us 24 hours of time. we will update you. If partner still not contactable or no update form city team lets align sme at cx place and inform cx about sme visit Response 3- We made many attempts to get in touch with the assigned professional but due to some issue he won't be able to visit at your place. we can send senior professional at your place for the visit. check cx date and time for sme visit and schedule sme visit and park the ticket as per sme visit date and time | We understand your concern, we can send senior professional at your place for the visit. check cx date and time for sme visit and schedule sme visit and park the ticket as per sme visit date and time | |
| Sub scenario 2 | Cx agreed to Revisit | Cx is not agreed to Revisit (Cx wants a refund) | - | - |
| Agent Action 2 | Arrange A revisit revisit sop -check the revisit slot on house painter whatever slot is available pitch cx same and booked that slot for revisit and inform partner too. if no slot available align manual visit Note- if partner do not have cx details take consent form cx and share details with partner If partner reaches on site - take confirmation from CX and set reminder as ETA shared by partner to fix the issue. please note- set reminder 2 hours prior then same rm visit to remind rm for visit . once he confirm the again put reminder for revisit date and time rework sop once partner revisit done if rework needed book the revisit on fulfillment as per partner rework date and inform cx . if no slot available align manual visit If issue fixed confirm from CX and close. IF Revisit noshow - reschedule for next available slot (as per CX convivence) - raise to city team on slack (POCs)and set reminder for revisit time. if multiple revisit no show please highlight to team and send sme for inspection | apologize for this substandard experience. I have shared the feedback with the professional regarding the same and he is ready to rectify the issue from his/her end. we do have any refund policy in painting | ||
| Canned Responses (Level 4) | I have scheduled your revisit with the same professional, he will be reaching your door step at [Date& Time] | - | - | |
| Closing | I hope we were able to assist you today. Please do not hesitate to contact us, if you require any additional support. Thank you for interacting with Urban Company! | |||
| Parking Status | Yes ( For revisit date ) | Yes | No | yes |
| tagiging | tagging who is at fault-rm quality led reason of complaint -poor service sub - patchy work/cracks/oow/seepage/undulation/cleaning resolution offered-same partner revisit reason for follow up - same pro revisit schedule if delay in visit who is at fault-rm quality led reason of complaint -poor service sub - patchy work/cracks/oow/seepage/undulation/cleaning resolution offered-same partner revisit reason for follow up - same pro revisit delay if same pro rework started who is at fault-rm quality led reason of complaint -poor service sub - patchy work/cracks/oow/seepage/undulation resolution offered-same partner revisit reason for follow up - same pro rework ongoing | tagging who is at fault-rm quality 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 | who is at fault-rm quality led reason of complaint -poor service sub - left incomplete work/ patchy work/cracks/oow/seepage/undulation resolution offered-sme revisit reason for follow up - sme visit schedule | |