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  3. Routines - Change to High Rated Pro/ didn't like the Pro/Quality issues/need diff pro

Routines - Change to High Rated Pro/ didn't like the Pro/Quality issues/need diff pro

 

ScenarioRoutines - Change to High Rated Professional/didn't like the provider-quality issues/need diff pro
OpeningWelcome to Urban Company! I'm [Associate Name] How may I assist you today?
Canned Responses (Level 1)Apologies for the inconvenience, Can you please elaborate your concern with the professional so that I can help you in a better way?
Canned Responses (Level 2)Thank you for sharing the concern.
  
  Please be apprised that Urban Company always cares about our customer satisfaction and that we only have trained and certified professionals 
  In case you are looking for some other professional, I can check if there is any other high rated professional available for you as per your plan schedule in your hub
Sub scenarioHigh Rated Pro is availableNo high rated professional available
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 there is no other professional available for your routines plan, We kindly request you to continue receiving services from the assigned professional. Rest assured, we will provide feedback to ensure you receive the best possible service
Agent Action 3Assign preferred professional.
 Go to routines dashboard >> Change Preferred pro/slot >> Rebooking Provider/Search by Provider ID>> select the professional >> select date/time 
 Make 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.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.