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  3. Poor service Quality / Incomplete - Pest

Poor service Quality / Incomplete - Pest

 

Customer did not like the services / Unsatisfactory services
OpeningGood Morning/Evening Customer. My name is [Associate] and I will be assisting you today.
Response 01I am extremely sorry for the trouble this has caused you. It was never our intention to trouble you with this.
Response 02Please allow me 02 minutes so I can check the status and update you accordingly.
 ( Pro/SME calling is mandatory)
ScenarioIf customer agreed to revisit( follow up service is done)If the customer asks for a different professional for follow up serviceWhen customer comes after the first service (follow up service is still pending)Out Of WarrantyIssue not resolved even after revisitCustomer denies for Revisit
Sub ScenarioIf the Revisit Slots are availableIf the Revisit slot is NOT available
Agent ActionWe will arrange revisit as per the customer's feasible timeWe will create an SME revisit from the dashboard and pay 40% to the assigned SME. 
 Fill out this form for the SME payout: >>> Pest SME Payout
 
 Check the SME from the Sheet Pest SME     
 Call SME and inform the Booking details. Once he agrees please create the SME Revisit

 Navigation - Customer's Follow up Request ID - Actions- Schedule SME Revisit.
 
 If SME is PNR, Please check for the next available SME and his Slot and repeat the Same Process.		If the customer asks for a different professional for follow up service
 We will politely tell the customer to take the service from same pro only. If still adamant , no refund will be given.		We will ask customer to wait till follow up service for best results. If customer is very adamant and doesn't want any 2nd visit we can refund up to 50% max not more than that.( pro deduction not required)We will not cater any revisit or any amount here.We can refund 30% if cx is not aligned than we will offer 50% here. 
 
 If customer adamant , Please check with the TL/Client 		We will politely ask the customer to take the revisit . If still adamant we will deny for any refund
Response 03I have shared your feedback with the professional and please be assured that we are going to arrange a revisit for you to rectify the issue.We have shared your feedback with the professional and please be assured that we are going to arrange a revisit for you to rectify the issue.We will politely tell the customer to take the service from same pro only. If still adamant , no refund will be given
I apologize for the trouble caused to you because of this. Trust me, it was never our intention to trouble you.I apologize for the trouble caused to you because of this. As I can check the service warranty is over so we would request you to place a fresh booking from the application as the warranty is for _ Period
I apologize for the trouble caused to you because of this. We will  take your feedback to the relevant team and will surely try to curb these issues in future.I apologize for the trouble caused to you because of this. Trust me, it was never our intention to trouble you.
Response 04We have the slots available from "XX:YY am to XX:YY pm" . Could you please tell me your preferable slot ?We have the slots available from "XX:YY am to XX:YY pm" . Could you please tell me your preferable slot ?I extremely apologize for the trouble caused but unfortunately, it won't be possible for us to arrange a different professional.We appreciate you providing us with the information. It takes time for chemicals to become effective, therefore we ask that you wait for the follow-up service for the greatest effects. After the follow-up service, the issue will be completely resolved.
Unfortunately, since this request is out of warranty, we will not be able to help you with a refund or reimbursement in this case.We can proceed with the refund of Rs XYZ. Please tell me would you like to receive a NEFT for this or UC credits ?We would request you to please take the revisit and allow us a chance to fix the issue.
Response 05Thanks. We have arranged a revisit for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.We have arranged a Senior Technician for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.We would request you to please take the service from the same professional and allow us a chance to fix the issue.
We regret that we were unable to provide satisfactory resolution.  We appreciate your understanding. Please reach out again if you require assistance is future.Share the T&CIf Customer Agrees for the revisit,Please follow the process of Revisit (Old Pro/SME) Mentioned in the first Column. If not , Please deny for any refund and close the case.
Response 05Thanks for choosing Urban Company. Have a good day aheadThanks for choosing Urban Company. Have a good day aheadThanks for choosing Urban Company. Have a good day aheadThanks for choosing Urban Company. Have a good day aheadThanks for choosing Urban Company. Have a good day aheadThanks for choosing Urban Company. Have a good day aheadThanks for choosing Urban Company. Have a good day ahead


We will keep follow up in case of same day revisit.

Customer did not like the services / Unsatisfactory services
OpeningGood Morning/Evening Customer. My name is [Associate] and I will be assisting you today.
Response 01I am extremely sorry for the trouble this has caused you. It was never our intention to trouble you with this.
Response 02Please allow me 02 minutes so I can check the status and update you accordingly.
( Pro/SME calling is mandatory)
Scenario
Fake Revisit
Revisit No ShowFollow Up No ResponseFollow up No ShowDifferent Pro assigned on Follow Up
Follow up service not created
Follow up service Auto Cancel
SME Slot Unavailable/Denies to Visit/No SME Available in the Hub Area
Fake follow up
Old Pro No Show - Customer agrees for the SME RevisitSME No Show - If the Customer agrees for Another SME RevisitIf the same pro & his slots are availableIf the slots are not available for the same pro/PNR/Denies for Follow upPro Responsive and agrees to VisitPro Not Responsive/Denies to VisitIf the same pro who delivered the first request & his slots are availableIf the slots are not available for the same pro/PNR/Denies for Follow up
Agent ActionFirst we will pitch 30% refund if customer is not aligned then we will pitch 50%. If cx is adamant will refund 100% after
TL/Client approval		When a Old pro does not show up for a revisit, we will create an SME from the dashboard and pay 40% to the assigned SME. Fill out this form for the SME payout: >>> https://docs.google.com/forms/d/e/1FAIpQLSdXzSFYifQ2XLDsobPeVUF-S3cuYcv4hZkZu34Wr0dSUHUPZg/viewform

Check the SME from the Sheet - Call SME and inform the Booking details. Once he agrees please create the SME Revisit


We need to deduct 40% from the partner who delivered the follow-up request.
Pest Manual Deduction Form 

Navigation - Customer's Follow up Request ID - Actions- Schedule SME Revisit.

If SME is PNR, Please check for the next available SME and his Slot and repeat the Same Process.		If the SME is no show on the SME Revisit,
Please check for the next available SME and his Slot and repeat the Same Process.

**Park the case on follow up till the delivery**		We will call the pro, if he is contactable then we will ask pro to visit and keep a follow up( same day ) . In case pro will visit next day we will reschedule the follow up and case will be closed. We'll reschedule the booking to an SME.

Copying hubs from Cockpit: do Ctrl + F on the Pest SME  , reschedule with the SME, and inform the SME as well.

An automatic payout will be generated. 

**No Pro Deductions to be made here**.		We will call the pro, if he is contactable then we will ask pro to visit and keep a follow up (same day). In case pro will visit next day we will reschedule the follow up and case will be closed.If the partner doesn't answer the call or refuses to visit, we'll reschedule the request to an SME, holding the partner at fault.

 We'll reschedule the booking to an SME.

Copying hubs from Cockpit: do Ctrl + F on the PEST SME SHEET , reschedule with the SME, and inform the SME as well.

An automatic payout will be generated.

NO PRO DEDUCTIONS TO BE MADE		We will call the pro, if he is contactable then we will ask pro to visit and keep a follow up( same day ) . In case pro will visit next day we will reschedule the follow up and case will be closed.

Navigation
Got the first Delivered booking >> Check the provider ID >> Enter the ID in the reschedule bar and check for available slots.
Call the PX and inform them to deliver the request, as they will not receive the remaining 40% if they don't deliver the request.
If the slots are not available for the First Booking partner, then reschedule it to the SME.

Copying hubs from Cockpit: do Ctrl + F on the Pest SME  , reschedule with the SME, and inform the SME as well.

An automatic payout will be generated.

NO PRO DEDUCTIONS TO BE MADE		Agent will create the Follow up service from his end.
First Booking- Actions-Dashboard-Create follow up.
We will raise the bug with Karuna and Sajan, and we can refund partially here.
Only if the Follow up request is not create then pitch for the partial refund and close the case.

**If the Customer is adamant, Please check with TL/Client for the 100% Refund**		If the follow-up booking is auto-cancelled or cancelled by the customer or professional, We will offer only Partial Refund to the customer and close the case.

If the cancellation is due to the professional, then please process the partial refund to the customer along with the 50% Deduction from the professional.

If the SME slot is not available,SME denies to Visit or there is no SME in the Hub, Please highlight those cases to TL/Sajan/Karuna.
Offer the Refund to the Customer as per the poor service Grid
30% Refund
If the Customer is adamant only then pitch for 50% Refund.		We will create revisit 
Action - We will call the assigned pro and inform him that if he doesn't turn up for the revisit then we will take action against him .
If pro is PNR, We will deduct 50% amount from pro.
Response 03I apologize for the trouble caused to you because of this. Trust me, it was never our intention to trouble you.We have shared your feedback with the professional and please be assured that we are going to arrange a revisit for you to rectify the issue.We have shared your feedback with the professional and please be assured that we are going to arrange a revisit for you to rectify the issue.We apologize for the trouble caused to you because of this.We have shared your feedback to the relevant team and will surely try to curb these issues in future.    We apologize for the trouble caused to you because of this.We have shared your feedback to the relevant team and will surely try to curb these issues in future.    We apologize for the trouble caused to you because of this.We have shared your feedback to the relevant team and will surely try to curb these issues in future.    We apologize for the trouble caused to you because of this.We have shared your feedback to the relevant team and will surely try to curb these issues in future.    We apologize for the trouble caused to you because of this.We have shared your feedback to the relevant team and will surely try to curb these issues in future.    We apologize for the trouble caused to you because of this.We have shared your feedback to the relevant team and will surely try to curb these issues in future.    We apologize for the trouble caused to you because of this.We have shared your feedback to the relevant team and will surely try to curb these issues in future.We apologize for the trouble caused to you because of this.We have shared your feedback to the relevant team and will surely try to curb these issues in future.We apologize for the trouble caused to you because of this.We have shared your feedback to the relevant team and will surely try to curb these issues in future.I have shared your feedback with the professional and please be assured that we are going to arrange a revisit for you to rectify the issue.
Response 04I have shared your feedback to the relevant team and will surely try to curb these issues in future.We have the slots available from "XX:YY am to XX:YY pm" . Could you please tell me your preferable slot ?    We have the slots available from "XX:YY am to XX:YY pm" . Could you please tell me your preferable slot ?    We have the slots available from "XX:YY am to XX:YY pm" . Could you please tell me your preferable slot ?We have the slots available from "XX:YY am to XX:YY pm" . Could you please tell me your preferable slot ?We have the slots available from "XX:YY am to XX:YY pm" . Could you please tell me your preferable slot ?We have the slots available from "XX:YY am to XX:YY pm" . Could you please tell me your preferable slot ?We have the slots available from "XX:YY am to XX:YY pm" . Could you please tell me your preferable slot ?We have the slots available from "XX:YY am to XX:YY pm" . Could you please tell me your preferable slot ?We can proceed with the refund of Rs XYZ. Please tell me would you like to receive a NEFT for this or UC credits ?We can proceed with the refund of Rs XYZ. Please tell me would you like to receive a NEFT for this or UC credits ?We can proceed with the refund of Rs XYZ. Please tell me would you like to receive a NEFT for this or UC credits ?We have the slots available from "XX:YY am to XX:YY pm" . Could you please tell me your preferable slot ?
Response 05We can proceed with the refund of Rs XYZ. Please tell me would you like to receive a NEFT for this or UC credits ?We have arranged a Senior Technician for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.We have arranged a Senior Technician for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.Thanks. We have arranged a revisit for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.Thanks. We have arranged a revisit from a senior Technician for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.Thanks. We have arranged a revisit for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.Thanks. We have arranged a revisit from a senior Technician for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.Thanks. We have arranged a revisit for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.Thanks. We have arranged a revisit from a senior Technician for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.Share the T&CShare the T&CShare the T&CThanks. We have arranged a revisit for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.
Response 06I hope I was able to help you. Thanks for choosing Urban Company. Have a good day ahead.If the Customer Denies for any furthe revisit :
First we will pitch 30% refund if customer is not aligned then pitch 50%
TL approval required in case of 100% refund		If the Customer Denies for any furthe revisit :
First we will pitch 30% refund if customer is not aligned then pitch 50%
TL approval required in case of 100% refund		I hope I was able to help you. Thanks for choosing Urban Company. Have a good day ahead.I hope I was able to help you. Thanks for choosing Urban Company. Have a good day ahead.I hope I was able to help you. Thanks for choosing Urban Company. Have a good day ahead.I hope I was able to help you. Thanks for choosing Urban Company. Have a good day ahead.I hope I was able to help you. Thanks for choosing Urban Company. Have a good day ahead.I hope I was able to help you. Thanks for choosing Urban Company. Have a good day ahead.I hope I was able to help you. Thanks for choosing Urban Company. Have a good day ahead.I hope I was able to help you. Thanks for choosing Urban Company. Have a good day ahead.I hope I was able to help you. Thanks for choosing Urban Company. Have a good day ahead.I hope I was able to help you. Thanks for choosing Urban Company. Have a good day ahead.
Agent ActionWe will deduct 50% from the Pro even though if pro is not contactable
**NO PRO DEDUCTION TO BE DONE****NO PRO DEDUCTION TO BE DONE****NO PRO DEDUCTION TO BE DONE****NO PRO DEDUCTION TO BE DONE****NO PRO DEDUCTION TO BE DONE****NO PRO DEDUCTION TO BE DONE****NO PRO DEDUCTION TO BE DONE**


50% deduction if no show happens on revisit as well

 


In case of fake revisit and fake follow up we will create FYI TNS for provider as well.

In every case where we are refunding the amount to the customer due to the above mentioned scenarios, we need to expire the warranty from the dashboard.