SOP - Ongoing services related.
| Ongoing services | |||
| Ongoing services | FHC | Bathroom and kitchen /sofa/carpet | beauty /EPC/AC/APP |
| Machine and tools not available | *If the job has not been started and no cleaning machine is available, pitch rescheduling. *If job is 100% completed without machine, pitch difference between platinum and classic; if customer is adamant, pitch for 50% (up to 5000) Any damage during ongoing service follow damage SOP |
*For any service not being delivered due to tools unavailability or a professional unable to diagnose the issue due to his skills issue, we will offer rescheduling if cx denies we will cancel the booking *If job is 100% completed without machine, pitch difference between platinum and classic; if customer is adamant, pitch for 50%. Any damage during ongoing service follow damage SOP |
*For any service not being delivered due to tools unavailability or a professional unable to diagnose the issue due to his skills issue, we will offer rescheduling if cx denies we will cancel the booking * If a job is delivered without tools and equipment, follow the poor service SOP. Any damage happens on ongoing services follow damage SOP |
Incomplete/Ongoing Service:
Basic Checks: Confirm if the partner took any spare parts or money. If yes, create a community ticket.
Pro Calling: Partner calling (2 calls in each attempt) needs to done in all the scenarios.
1. If the partner has started the job, we will align the customer for cancelation and pitch for a new booking.
2. In case the partner is not responding, we will try calling the partner again after parking the case for 1 hour. In case if partner was unreachable after 2nd attempt, we will proceed with the cancelation.
3. If the partner has started the job, but the customer is not aligned for cancelation, we will push the partner for delivery.
Note: 1. Follow-up needs to taken till the job is delivered.
2. We will not cancel the booking if the partner shares that he did the service and denies to cancel the booking. In that case, we will push the partner to mark the job as delivered.
3. We will cancel under pro at fault If the delay is from the partner’s end.
4. For cases where spares are not available, we will cancel under Job OOS.