Professional Not Reachable

Imp- If bookings are modified (reschedule/skip/cancel) by the agents and the customer is not at fault( the reason for modification is NOT customer plan change). The agents need to check for any fee that is charged on the customer and pro-actively waive off the fee.
Not adhering to this will be considered a FATAL

Scenario	Fulfillment SOP Pro is PNR

Opening	Welcome to Urban Company! I'm [Associate Name] How may I assist you today?
Customer Interaction	We apologize for the inconvenience caused to you. Please allow me 2-3 minutes, I will make an attempt to contact the professional and provide you with an update shortly. Thank you for your patience and understanding in this matter."
Agent Action 1	Call End provider and check for the update (call back to back 2 times)
Agent Action 2	Check pro's calendar, if he is on leave then directly pitch for reschedule if not then take some time from the customer and try to re-connect with the partner
Scenario	Pro is unreachable
Canned Response	Dear Customer, we apologize for the hassle caused. We have been attempting to contact our partner and their team, but unfortunately, they have not been responsive to our calls at this time. We kindly request your patience and understanding while we continue our efforts to establish contact. We will keep you updated, and, we will provide an update within 15 minutes. Thank you for your cooperation in this matter." Park the ticket for 15 mins
Sub Scenario	If the pro is unreachable even after taking follow up after 15 mins then pitch for rescheduling
Canned Response	We regret to inform you that the professional is unreachable and cannot fulfill the service request at this time. Our sincere apologies for any inconvenience this may cause. We're here to assist you with rescheduling or finding an alternative solution that best meets your needs.
Pitch to reschedule the booking(If slots are available )	To ensure that your needs are still met, we would like to offer you the option to reschedule the booking at a time that is convenient for you. We can arrange for a different partner to accommodate your request in a new time slot. Please let us know your preferred time and date for rescheduling, and we will do our utmost to make the necessary arrangements promptly. Your satisfaction is of utmost importance to us, and we are committed to ensuring a seamless experience for you.
Agent action 5	Customer agreed for reschedule	Customer denied Rescheduling/ preff slots are not available as per customers VOC
Canned response 3	"We have successfully rescheduled your booking to your preferred day and time. Thank you for your cooperation and support throughout this process. We assure you that we will make sure to provide you with the service you require as per the rescheduled appointment. Thank you for choosing our service."	We apologize for any inconvenience, but we would like to inform you that we can assist in skipping this booking. If we skip the booking, the current booking will be skipped and rescheduled according to the frequency and date once the last service of your plan is delivered. If customer denies for skip option then pitch for cancelation We apologize for the poor experience you had. As per your request, I am cancelling your booking. However, I would like to request you to give us another opportunity in the future to serve you better. Thank you for your cooperation and understanding in this matter." We have canceled the booking. The refund will be initiated on the settlement date, which is based on the last booking of your plan. This could be either after the last booking is delivered or canceled. Based on the status of booking refund will be initiated and will be credited in 5-7 working days
Further Assistance	Is there anything else I may 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 !