Poor service Quality / Incomplete - Cleaning
| Opening | Welcome to Urban Company! I'm [Associate Name] How may I assist you today? | |||||
| Canned Responses (Level 1) | I'm sorry to hear that you had a bad experience with us. Please elaborate your concern here so that I can help you in a better way. Also, please confirm the service and date on which you faced the issue | |||||
| Canned Responses (Level 2) | Thank you for sharing the required details, please allow me some time to check | |||||
| Agent Action 1 | 1. no call back is required to professional, understand the customer's concern and refund accordingly. | 1. if a particular SKU is not delivered - refund for that particular SKU post checking Screenshot of payment. 2. If half of the service is not delivered, we will proceed with half of the refund. | ||||
| Sub scenario | 1. poor service quality | Out of warranty | Incomplete services | |||
| Canned Responses Level3 | I would like to inform you that we are refunding you 50% of your booking amount and sharing feedback regarding the professional to avoid such instances in the future. This amount can be refunded directly to your Urban Company wallet. It is processed in 24 hours and can be used for any Urban Company service where online payment is used within the next 365 days. We would not need any details here. Alternatively, we could transfer the funds to your bank. It would take 5-7 business days to process the request. You can expect the refund to be credited by xx date. Please share your bank details in the format below. Account Name: Account Number: IFSC: Bank Name: Note - ( Agent need to calculate 7 working days and mention the same). Could you please tell us where you want us to refund your money? | We sincerely apologize for the uncertain experience and inconvenience it has caused you. I'd like to inform you that your concern was raised after 72 hours, and we respond to complaints within 72 hours of the service being provided. You are one of our regular customers, so we are refunding you 30%or 50% of the booking amount you paid for the service and ask that you please raise it within 72 hours for future services. This amount can be refunded directly to your Urban Company Wallet. It is processed in 24 hours and can be used for any Urban Company service where online payment is used within the next 365 days. We would not need any details here. Alternatively, we could transfer the funds to your bank. It would take 5-7 business days to process the request.You can expect the refund to be credited by xx date. Please share your bank details in the format below. Account Name: Account Number: IFSC: Bank Name: Note - ( Agent need to calculate 7 working days and mention the same). Could you please tell us where you want us to refund your money? | I would like to inform you that we are refunding you 30%or 50% for the incomplete service delivered to you and will share the feedback regarding the professional to avoid such instances in the future. This amount can be refunded directly to your Urban Company Wallet. It is processed in 24 hours and can be used for any Urban Company service where online payment is used within the next 365 days. We would not need any details here. Alternatively, we could transfer the funds to your bank. It would take 5-7 business days to process the request. You can expect the refund to be credited by xx date. Please share your bank details in the format below. Account Name: Account Number: IFSC: Bank Name: Note - ( Agent need to calculate 7 working days and mention the same). Could you please tell us where you want us to refund your money? | |||
| Canned Responses Level5 | Closing script Hope we are able to help you today. Thank you for connecting with Urban Company. We look forward to serving you again | Closing script Hope we are able to help you today. Thank you for connecting with Urban Company. We look forward to serving you again | Closing script Hope we are able to help you today. Thank you for connecting with Urban Company. We look forward to serving you again | |||