Poor service Quality / Incomplete - EPC
| 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, meanwhile, you want me to create a revisit for you or want a refund for the same? | ||||||
| Agent Action 1 | 1. In EPC we will follow 1. refund 2. revisit | 1. if a particular SKU is not delivered - refund for that particular SKU. 2. If half of the service is not delivered, we will proceed with full refunds. 3. In case of a full refund, use a template for poor service quality only | |||||
| Sub scenario | 1. Poor service quality - revisit | 2. Poor service - refund | 3. When we have pitched to place a new booking. | ||||
| Canned Responses Level3 | We have slots available between 11 a.m. and 4 p.m. What would be your preferred slot for the revisit? Once the timing is confirmed. Your appointment with the same expert has been rescheduled for (time available on Sherlock). He will be available at the given time slot. For any concerns or feedback, please reopen the concern anytime, and he will be happy to assist you accordingly. | I would like to inform you that we are refunding the complete service amount as it was unsatisfactory. We will be sharing 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? |
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 | ||||