SOP - Laser hair reduction - Updated
| Laser SOP | ||
| Issue type | Poor service | Template needs to used |
| No result in < 9 sessions/Icreased Hairgrowth | 1. on laser part , customer raising that results are not upto the mark and she is availing less then 9 sessions , we cannot do anything here and will share the following template on chat and ask her to book doctor consultation on UC app. 2. If cx has an issue with her single trail service ? Resolution - Agent will simply ask the cx to book the whole package to get the optimum results. (As mentioned in the app) | Response - 1 I'm sorry to hear that you're not seeing the results you expected after XX laser sessions. I completely understand your frustration, but I'd like to assure you that achieving significant hair reduction often requires 9–10 sessions. Hair grows in 3 phases: 1. Anagen: The growing phase where the roots are connected to the hair follicle. 2. Catagen: Hair is in the transition phase and not connected to the follicle. 3. Telogen: the resting phase where hair sheds off. The laser will only work on 10-15% of the hair in each session that is in the anagen phase, as it can target hair follicles. After 30-45 days, 10-15% of the hair that comes in the anagen phase will be targeted, which is why it requires 8–10 sessions to see growth. Initially, you will just see a little delay in hair growth; after 3–4 sessions, you will observe patchy growth, and in later sessions, the hair will become fine. Response - 2 Additionally, changes in lifestyle and hormonal balance may sometimes delay the results. Also, it’s important to maintain a proper gap between sessions for desired results. It's essential to complete the recommended sessions to maximize the effectiveness of the treatment. I encourage you to continue and complete the full treatment. If you have any concerns or questions along the way, please don't hesitate to reach out or book a doctor's consultation on our app. |
| No result in more than 9 sessions availed | 1. If cx doesn’t see any result post taking the complete bundle more than 9 sessions ? she can claim gaurantee plan via application and Agent will ask cx to schedule the DC from the app & consult with the doctor. (Only banglore ) select women salon >>select laser hair reduction >>select expert doctor consultation >>add free doctor consultation and directly drop email to :- All escalation cases for Delhi, Mumbai, Pune, Lucknow - @Dr Afrin Khan to be the single POC All escalation cases for Kolkata, Hyderabad, Bangalore - @Monal Sharma to the single POC keeping , Sajan , Rahul jha, Ravneet in CC | Email subject - No results post 9 sessions - Ticket ID Hi Team, This customer has informed us that even after nine sessions, the results are not as per her expectations. customer looking for assistance here. Please help the user and do update us. 1. Cx Name 2. Cx Number 3. Ticket Id/ Request Id 4. Short Cx Issue Statement TAT of 24 hours shared with the user . Thanks Associate name |
| 3. Damage and side effects | We will pitch doctor consultation along with consultation fee and In damage cases directly drop email to :- All escalation cases for Delhi, Mumbai, Pune, Lucknow - @Dr Afrin Khan to be the single POC All escalation cases for Kolkata, Hyderabad, Bangalore - @Monal Sharma to the single POC keeping Sajan , Rahul jha, Ravneet,kumarprateek@urbancompany.com in CC | Email subject - Skin damage/Side effect - Ticket ID Hi Team, This customer has informed us that post-laser session, she is suffering from skin issues, burns, bumps, and peeling skin peel off. Please contact this customer, as she is suffering from a severe condition. 1. Cx Name 2. Cx Number 3. Ticket Id/ Request Id 4. Short Cx Issue Statement TAT of 24 hours shared with the user . Thanks Associate name Note :- always add images of brun and peel ( for intimate areas , do not ask for images) Never pitch 1 mg on laser cases. |
| 4. Partial cancellation/Cancellation | 1. Partial cancellation due to poor service / No result - inform customer we cannot cancel bundle here and she can book doctor consultation from app. 2. Partial cancellation due to Damage / side effect - Do not promise cancellation and drop email to city wise doctor and use same damage and side effect template. 3. if cancellation due to location changed/pregnancy/Duplicate SKU - Yes we can cancel in these scenarios , drop email to sajan , Ravneet and Rahul regarding cancellation 4. If no session is delivered in bundle we can cancel the bundle directly by selecting out of scope services. | Email subject - Bundle cancellation request - Ticket ID Hi Team, This customer is requesting for a laser cancellation as she is moving to diffrent city/ is 4 months pregnant /is already availing this SKU in diffrent bundle. please update here and TAT of 24 hours has been shared. 1. Cx Name 2. Cx Number 3. Ticket Id/ Request Id 4. Short Cx Issue Statement TAT of 24 hours shared with the user . Thanks Associate name |
| 5. NS and NR | 1. we can reschedule after checking slots and we can Fanout to partners in raids of 1km only and TOA of 250 on every NS/Late show case 2. If professional is already assigned "never reschedule on Unable to arrange pro - ops feedback." If pro is not assigned then only tag under "never reschedule on Unable to arrange pro - ops feedback." | NA |
| 6. Tech issues and being unable to place request/Doctor Consultation (We have stopped delivering new bundles Drop email for existing emails.) | *drop email to sajan sharma with screen shot and proper summary *If a customer is unable to book a doctor consultation using the app, take consultation time between 11 a.m. and 6 p.m. and drop email to Sajan . | Email Subject - Customer unable to place request bundle issue . Hi Team , This customer is unable to redeem bundle for upcoming session , please help us here with the resolution, please find the images for the same. Thanks xxxx ( Always add images of the error ) |
| 7. Thick hair after Laser. | Any concern for thick hair before 3 sessions , informed to take 3 sessions alteast . cx must have taken 3 sessions or more with us and must have a proof and we will Raise it to Dr.Afrin , and will cancel after her confirmation. | |
Customer won't be able to book bundle session directly . They need to take trial session first If a customer took 1 trial session then she won't be able to take trial session again. NOTE - We won't be guiding customer to create a different account to take the trial session | ||
FAQs
| Cx Escalation Scenarios | City | Resolution |
| Customers want refund for bundle purchased during UC guarantee claim Identification Criteria - Guarantee applicable only on 8 session bundles - Guarantee applicable only in Bangalore - This program was launched in March'24 | Bangalore | 1st Approach Pitch refund for pending sessions 2nd Approach If cx does not agree for partial refund as they bought because of the guarantee, only in such cases process full refund |
| Customers want refund because UC switched back to the old machine from the new machine Identification Criteria - This would be applicable only in Bangalore - Should be applicable only for users acquired post 24th February | Bangalore | Process refund for the pending sessions |
| Customers wanting refund because they are not able to get their preferred pro Identification Criteria - Such cases might come once we churn ~50 partners post 30th june | PAN India | No refund should be processed in such cases |
| Customers wanting refund after they get to know about the category closure by pros, friends & family etc. | PAN India | Follow the general SOP of refund/cancellation |
| Customer wanting a refund because they are not able to book a doctor consultation | PAN India | - Redirect the pros to the Instant VC option on the app (Ask for help) - If they are not able to place a DC request, highlight to the business team for getting the DC done (Namanpreet Kaur) |
| Other FAQs | City | Resolution |
| Why has UC discontinued LHR service? | PAN India | We are reworking to improve our service experience for Laser Hair Removal to provide a top-notch experience to our users. Because of this, we have de-scaled the services currently. |
| Why UC has shifted to the old machine again in Bangalore | Bangalore | A few of our customers faced some experiential issues with the new machine due to which we have moved back to the old machine for some time. Meanwhile, we are working on improving the overall service experience with the new machine. |
| Will you introduce the new machine again? I want a session with the new machine. | Bangalore | It will take a couple of months to modify the new device as per the customer requirements. In the meantime, we will continue to provide the remaining sessions using the old machine. |
| I cannot see LHR on the app/search feature anymore. How do I book a session? | PAN India | For purchase of trials/new bundles - We have de-scaled our services currently as we are working on improving the service experience for our users. Hence, you will not be able to purchase any new trial session or bundle For existing bundle redemption - You can go to the "My Bookings" option in the profile menu and redeem your session from there. |
| I cannot see my preferred partner on the UC App? I need a session from my preferred partner only or otherwise refund the amount? | PAN India | - Try to convince the cx about the quality of existing partners by communicating their rating, experience etc. - No refund should be processed in these cases |
Updated Refund Criteria
| Pending Sessions | SOP | Refund Amount |
| 0 sessions availed: | Inform the CX that we are closing the category due to operational constraints and will be canceling the bundle directly. | We will refund full amount to the customer |
| 1-2 sessions availed: | Check the availability of the partner in the customer hub and guide the customer in booking a session to avail of the service. In case no partner is available in the CX Hub, issue a full refund to the customer. | Offer a partial refund if a partner is not available in the CX Hub. However, if the customer is adamant and not willing to accept the partial refund, proceed with a full refund. |
| 3-6(Or more than 6 session) sessions availed: | Inform the customer that we are closing the category due to operational constraints. As a result, we will refund the amount for the remaining sessions. | Offer a partial refund to the customer. However, if the customer is adamant and not willing to accept the partial refund, proceed with a full refund. |