No Show - Pro is unresponsive
Important Update | Response --We are offering a XX INR discount on your next service by adding XX UC credits to your wallet. These are valid for 365 days, applicable to any future prepaid or postpaid bookings. 1 UC credit = 1 INR. | |
| ****Read Chat History First**** | ||
Probing/Paraphrasing | Issue is clearly mentioned in chat history | |
| As we understand, you have raised the complaint regarding a professional not showing up as scheduled. Kindly verify if this is correct | ||
| Apology | We apologize for the delayed start of your booking. Please allow us 2-3 minutes to contact the professional. | |
| Agent Action 1 | Call Pro (Only 1 attempt to be made to the partner) | |
| Possible Scenario | Professional is unresponsive | |
| Script | We've tried reaching the assigned professional multiple times, but he/she is not responding. Would you prefer to reschedule for the next available slot? | |
| Possible Scenario | Customer Agreed to Reschedule | Customer disagrees for Rescheduling and asking to Cancel |
| Agent Action 2 | ***Copy paste the available slots*** | ****Please check the payment Status**** |
| Response 1 - We have rescheduled your request for <Time, Date>. You will also be able to see the details in the UC application as well. | Prepaid Booking Response 1 - We have cancelled your request from our end . The amount of <Rs> will be refunded back within 5 - 7 bank working days . Expect the refund by [date]. | |
| Note - ( Agent need to calculate 7 working days and mention the same) | ||
| Response 2 - Please rest assured, We will assign a professional on the rescheduled Slot 1 hour prior to the booking and will arrive on time to provide you the service. | ||
| ***Resolve the ticket immediately post rescheduling/cancelling*** | COD Bookings Response 1 - We have cancelled your request from our end . | |
| Closing | Hope we assisted you well today. For further support, please feel free to reach out. Thank you for choosing Urban Company! | We regret that we were unable to provide satisfactory resolution. We appreciate your understanding. Please reach out again if you require assistance is future. |
| Mandate Agent Action | When the agent reschedules the booking, they will contact the professional who missed the appointment. The professional will be advised to accept the new booking only if they can guarantee a visit to the customer's place. If the professional is uncertain, we will instruct them not to accept the booking, and it will be offered to another professional. | |
| Note | ||
| 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.