No show - Pro is late
| 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 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 | If Professional Responsive and informs that he is Late and will deliver the service | Professional Responsive and informs that he cannot deliver the Service | |||
Script | We connected with the assigned professional and he/she is unable to serve due to XXX Reason. We apologies for the delay. We can reschedule this booking to the next available slot. | ||||
| Possible Scenario | Customer Agrees to wait | Customer disagrees to wait and wants to Reschedule | Customer doesnt want to wait or Reschedule and asking to Cancel | Customer Agreed to Reschedule | Customer disagrees for Rescheduling and asking to Cancel |
| Agent Action 2 | ***Pro Reaches in 15 Mins*** As confirmed with our professional, they will be arriving at your location 15 Mins. We will be following up with the professional till the time he/she reaches your location. Note - Agent should keep the case for follow up until pro reaches the cx location Reminder assigned post 15 mins - call the customer directly upon receiving reminder and resolve as per the conversation. ***Partner will come at a later time *** As confirmed with our professional, they will be arriving at your location at <time>. Rest assured, our professional will be there to provide the service. We will be following up with the professional till the time he/she reaches your location. | ***Copy paste the available slots*** 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. Response 2 - Please rest assured, We will assign a new 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*** | ****Please check the payment Status**** 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) COD Bookings Response 1 - We have cancelled your request from our end . ***Resolve the ticket immediately post rescheduling/cancelling*** | ***Copy paste the available slots*** 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. Response 2 - Please rest assured, We will assign a new 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*** | ****Please check the payment Status**** 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) 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! | 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. | 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.