Skip Bookings/Change Package/SKU
Q- What is skip booking?
--> Skip booking is a feature, where the booking scheduled is skipped and new booking is created at the end of plan. This feature is to be used if the customer asks to reschedule the booking outside the range of BT+-3(of root request) or the customer is not available for a week.
| Scenario | Skip Routines Bookings | Routines - Change in Frequency | Routines - Change in Package | Routines - Change in Address | ||||||||||||
| Opening | Welcome to Urban Company! I'm [Associate Name] How may I assist you today? | |||||||||||||||
| Canned Responses (Level 1) | I can understand that you would like to skip bookings from your routines plan. | I can understand that you would like to Change the weekly frequency of bookings from your routines plan. | I can understand that you want to Change the package on your routines plan bookings. | I can understand that you want to Change address on your routines plan bookings. | ||||||||||||
| Sub scenario | Customer wants to skip the booking (IMP-Booking should be created) | Customer wants to reduce/increase in no of services in a week and wants it to be applied on the entire plan | Customer wants to reduce/increase the number of hours/professionals in a week and wants it to be applied on the entire plan | Customer is changing the address in same hub or different hub | ||||||||||||
| Canned Responses (Level 2) | Dear customer, We offer a feature that allows you to skip a booking. You can do this directly from your application. Let me guide you:- Open your app--> Go to my plan--> Click on active and upcoming booking section-->click the booking which you want to skip--> on the bottom of page you will find an option to either skip/reschedule. If customer asks to do it on their behalf Open the request id which needs to be skipped-->Go on action tab-->click on skip booking Scenario 2 If booking is not created:- This option is available for bookings that have already been created. We suggest you wait for the booking to be created, then you can either reach out to us or use your app to manage it. | We regret to inform you that as the as per the frequency chosen at the time of creating the plan, we won't be able to make any changes in the frequency. If you wish to change the frequency from immediate basis, we would request you to kindly cancel the plan and create another one right away as per the requirement, or if you would like to have few bookings from the ongoing frequency of services, please get those bookings delivered and after the same, you can cancel the plan and create a new one as per the requirement | We regret to inform you that as the booking is already created, so we won't be able to make any changes in the package. If you wish to change the package, kindly cancel this booking and place a new routines plan as per the requirement. | We regret to inform you that as plan has already been aligned on the same address, so we won't be able to make any changes in the address once plan is created. The reason being that the professionals are assigned on the bookings/plans as per the area where they can operate. However, if you would like to change the address, we would request you to kindly cancel the plan and create a new plan after setting the location of your new address. | ||||||||||||
| Agent Action 1 | Make changes as per VOC | |||||||||||||||
| Canned Responses (Level 3) | We Appreciate your understanding and cooperation in this regards. We have made the changes in your request as per our conversation. Changes will reflect in your app too. | |||||||||||||||
| Further Assistance | Is there anything else I can assist you with? | |||||||||||||||
| Closing | Hope we were able to help you today. Always feel free to reach out to us, if any further assistance is required. Thank you for connecting with Urban Company ! | |||||||||||||||