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Routines - Change Preferred Professional

 

ScenarioRoutines - Change Preferred Professional
OpeningWelcome to Urban Company! I'm [Associate Name] How may I assist you today?
Canned Responses (Level 1)May I please know the name of your preferred professional and when did you last take the service from her/him?
Canned Responses (Level 2)Please be on hold while I check on their availability and location.
Agent Action 1Agent to check for:
 1. Preferred pro is on leaves/changed hub
 2. Pro slots are available for the requested time
Sub scenarioPro is available for re-assigningPro is not available :Pro is on leave or has another bookingPro doesn't serve in cx hub
Canned Responses (Level 3)Let me do the needful for you. Please confirm the time and date you would want professional for the services.We regret to inform you that your preferred professional is not available as per your schedule. Would you like to change the date/time of your routines as per professional's availability?We regret to inform you that your preferred professional can't be assigned on your booking as she/he doesn't serves in your area anymore.
 
 All our professionals undergo the same quality training and will be equally equipped to deliver the service. Would you like to remain with the current professional?
Agent Action 1Assign preferred professional.
 Go to routines dashboard >> Change Preferred pro/slot >> Rebooking Provider/Search by Provider ID>> select the professional >> select date/time 		Pitch for the available slots and assign preferred professional.
 Go to routines dashboard >> Change Preferred pro/slot >> select the professional >> select date/time 		Makes Changes as per VOC 
Canned Responses (Level 4)Your preferred professional has been assigned successfully on your routines bookings and you can check the same from your application.Your preferred professional has been assigned successfully on your routines bookings and you can check the same from your application.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 AssistanceIs 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 !


Note:


Buffer (Supervisor) partners are strictly prohibited in optin shifting cases involving slot changes, preferred pro changes, day changes, or usual pro changes. This rule applies in all situations without exception.

                    Buffer partners can be used in request level changes only .

2. When shifting opt-ins for any reason, some recent requests may exist before the future change. These must be handled at the request level, ensuring they remain assigned to the same pro, slot, and day as per the customer's preference.