No Show - Booking already rescheduled
| Opening | Welcome to Urban Company! I'm [Associate Name] How may I assist you today? | ||||||||
| ****Read Chat History First**** | |||||||||
Probing/Paraphrasing | Issue is clearly mentioned in chat history | Issue is not clear from chat history | |||||||
| As we understand, you have raised the complaint regarding a professional not showing up as scheduled.Kindly verify if this is correct | We request you to please elaborate the concern so that I can help you quickly. | ||||||||
| Apology | We sincerely apologize for any inconvenience this has given you. | ||||||||
| Scenario | Customer Not Happy with the Given Slot and asked to cancel | Customer has agreed to the already scheduled Slot | Customer Asked to reschedule to different slot | ||||||
| Agent Action | Check the payment status of the booking (Prepaid or COD) | Response 1 - We deeply regret the experience that you have had with this request. We are committed to deliver 100% requests on their scheduled time however, sometimes due to unforeseen circumstances, we may fall short of that commitment. As we can see the booking is already rescheduled to <date and time>please confirm if that time suits you. If not, we can try to look for your preferred slots and reschedule as per that. Please confirm. | Response 1 - We deeply regret the experience that you have had with this request. We are committed to deliver 100% requests on their scheduled time however, sometimes due to unforeseen circumstances, we may fall short of that commitment. Response 2 - As we can see the booking is already rescheduled to <date and time>, since you are unhappy with this slot, let me quickly go ahead and look for other available slots for you. Agent Action 1 -Check the available slots for reschedule by copy pasting them in the chat. ***Resolve the ticket immediately post rescheduling/cancelling*** | ||||||
| Response | Prepaid Bookings Response 1 - We deeply regret the experience that you have had with this request. We are committed to deliver 100% of bookings on requested time to the customers however, sometimes due to high demand in a certain area, we may fall short of our commitment and we sincerely apologize for that. Response 2 - We have cancelled your request from our end with your permission. The booking amount will be refunded to your source account within 5-7 bank working days as per RBI norms. You can expect the refund to be credited by xx date. Note - ( Agent need to calculate 7 working days and mention the same) COD Bookings - We deeply regret the experience that you have had with this request. We are committed to deliver 100% of bookings on requested time to the customers however, sometimes due to high demand in a certain area, we may fall short of our commitment and we sincerely apologize for that. Response 2 - We have cancelled your request from our end with your permission. ***Resolve the ticket immediately post rescheduling/Cancelling*** | ||||||||
| Response | We're dedicated to a respectful, professional environment for all users. Inappropriate behavior is swiftly met with suspension, mandatory retraining, and the same protocol will apply here. Repeated violations may lead to permanent removal. Your trust and safety are paramount, and we uphold the highest conduct standards for our partners. | We're dedicated to a respectful, professional environment for all users. Inappropriate behavior is swiftly met with suspension, mandatory retraining, and the same protocol will apply here. Repeated violations may lead to permanent removal. Your trust and safety are paramount, and we uphold the highest conduct standards for our partners. | Response 3 - Thank you for the confirmation, We have rescheduled your request for <Time, Date>. You will also be able to see the details in the UC application as well. Please rest assured, We will assign a new professional on the rescheduled Slot 1 hour prior to the booking. | ||||||
| Response | Please give us another opportunity to serve you in the future, and we'll strive to surpass your expectations. | Pro Not Assigned on Reschd Booking Response 2 - Please rest assured that we will assign a new professional on the rescheduled Slot 1 hour prior to the booking. Pro already assigned on Reschd Booking Response 2 - As We can see a new professional is already assigned on your booking. Thank you for understanding this time and we promise to deliver you the best experience | We're dedicated to a respectful, professional environment for all users. Inappropriate behavior is swiftly met with suspension, mandatory retraining, and the same protocol will apply here. Repeated violations may lead to permanent removal. Your trust and safety are paramount, and we uphold the highest conduct standards for our partners. | ||||||
| Closing | We apologize for not meeting your expectations this time but thank you for your understanding. If you require help in the future, please reach out to us. Thanks for choosing UrbanCompany, and have a great day ahead! | We apologize for not meeting your expectations this time but thank you for your understanding. If you require help in the future, please reach out to us. Thanks for choosing UrbanCompany, and have a great day ahead! | We Hope that we were able to assist you today, and we appreciate you choosing Urban Company. We eagerly anticipate the opportunity to serve you again. | ||||||
Note- For Loyal | We highly value your time and experience; therefore, we will be providing a XXX INR discount on your next service by adding XX UC credits to your UC wallet. These credits will remain valid for the next 365 days and can be applied to any future prepaid or postpaid bookings. 1 UC credit is equivalent to 1 INR. | ||||||||
| You can also verify this in your application under 'My Wallet.' Please confirm once you have reviewed it in your application." | |||||||||
If the bot has already offered and customer has not accepted the refund. We should offer same refund to customer. We will not pitch TOA in multiple no show if we have already given TOA on a previous request of the same booking. We will give TOA only if customer's ask for it TOA - We can give 100 UC credits as a discount for next booking for booking amount less than 500 and 150 for booking amount more than 500. | |||||||||
Imp:
- If the booking is rescheduled for the same day, we will keep a follow-up until the professional arrives at the customer's location.
- If the rescheduled time is for the next day or any other day, we will close the case after rescheduling.
- TOA - We can give 100 UC credits as a discount for next booking for booking amount less than 500 and 150 for booking amount more than 500.