Poor service quality - Mumbai
| Poor service - Revisit - Mumbai - Cleaning | |
| SOP | We are running a pilot for revisits specifically for sofa and bathroom cleaning services, limited to Mumbai. In this pilot, we need to call the partners and explain to them that delivering revisits is mandatory, as it can help improve their ratings. Failure to deliver the revisits will result in PAF being applicable. |
| Points to remeber | 1.We will not force customers to accept a revisit. If the customer is not comfortable with a revisit, we will refund 30% of the amount only. 2.Revisits will not be applicable for kitchen cleaning. This policy is limited to sofa, bathroom, and carpet cleaning services. 3.In cases where the customer has multiple bathrooms (e.g., three), we will ask them to specify which bathroom they are facing issues with. The revisit will then be initiated for that specific bathroom only. Additionally, we will always compare pre- and post-service images before approving a revisit. 4.If no slots are available for a revisit, we will adhere to the following refund policy: *30% refund for non loyal customers *50% refund for loyal customers, with refunds going up to 100% in exceptional cases. |
| Poor service quality | 1.Guidelines for Handling Revisit Cases Customer Rating Inquiry:Always ask the customer for the rating given to the professional. If the rating is more than 4.5, ask the customer what went wrong. 2.Always verify the city first and pitch revisits only for Mumbai.( Inform the customer to update their rating based on their experience. Addtionally, To resolve the issue, let the customer know that a revisit is being arranged for them, free of cost.Also you that you have the option to change your rating for the partner based on your updated experience on the revisit request. Partner ratings make the base s for retraining on the partner end) 3.Compare pre- and post-service images. Initiate the revisit only after conducting a conference call to align both the customer and the partner at the same time. 4.For same-day revisits, ensure proper follow-up. For future revisits, close the case promptly after informing. 5.If revisit slots are unavailable or there is a no-show for a scheduled revisit, offer refunds as follows: *30% to 50% for non-loyal customers. *Up to 100% for loyal customers. Situations and Actions Situation 1: Customer Denies Revisit Kindly inform the customer that we are arranging revisits as the primary resolution method. If the customer does not agree to a revisit, proceed with a 30% refund only. 30% to 50% for non-loyal customers. *Up to 100% for loyal customers. Situation 2: Partner Denies Revisit Post-Revisit Communication Acknowledge the customer’s concern regarding poor service and reassure them of action against the professional if found at fault. Inform the customer about the option to update their rating based on their revisit experience. Explain that partner ratings are used for: Need-based retraining programs. Removal from the platform if behavior does not improve. Canned Response- We acknowledge your concern regarding the poor service. Please rest assured, we have a system in place to address such issues. If a professional is found at fault, we take immediate action against them. If their behavior does not improve, we remove them from our platform. Your satisfaction and trust in our services are important to us, and we are committed to ensuring a positive experience for you. Canned Response 2- Additionally,I want to inform you that you have the option to change your rating for the partner based on your updated experience on revisit request. Partner ratings make the base for our need based retraining on partner end. Clearly explain to the partner that delivering the revisit is beneficial for improving their ratings. If the partner still refuses to revisit, inform them that PAF will be applied. Initiate the revisit and cancel the booking under the "Professional at Fault" category if necessary. |
| Diffrent partner required on revisit | We will clearly communicate to customers that the same partner will be sent for the revisit and is responsible for resolving the issue.If the customer is not agreeable to this arrangement, inform them that a refund of up to 30% can be provided for both loyal and non-loyal users. |
| Revisit No show | If the partner does not turn up for the revisit,we will call them to ensure they deliver the service. If the partner refuses or does not answer the call, cancel the revisit under "Professional at Fault" and proceed with refunds as follows: *30% to 50% for non-loyal customers. *Up to 100% for loyal customers. |
| Issue not resolved after revisit | If the issue remains unresolved even after the revisit, we will offer a 30% refund to all users. |
Sheet link - https://docs.google.com/spreadsheets/d/1Iz10JQUSowzR3RnFPcN1js8R5MflH9U6YCjfIqQJzuA/edit?gid=0#gid=0