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Cancel/Reschedule Booking

 

ScenarioCancel/Reschedule Booking
OpeningHi my name is XX and I will be assisting you today.
Canned response 1Is it possible to confirm the reason for the changes in your booking
Sub scenarioRescheduleCancellation
Canned response 2Would you like to reschedule with preferred pro?
Sub scenarioSlots are not available to RescheduleSlots are availableCustomer plan change
Agent action 1Go to Actions>> Reschedule>> Check available slots and pitch same to customerGo to Actions>> Reschedule>> Check available slots and RescheduleCancellation within/after threshold
Canned response 3We regret to inform you that we can't reschedule the booking since slots for your preferred provider are not available. 
 If you are comfortable for any other provider the available slots are as follows:-
 (Share slot details)		I have successfully rescheduled the request and same is updated on your app too.
 
 
 
  
Before cancelling any job pitch for SKIP booking option, If customer denies then cancel the booking.

 Verbiage to be used:-
 
 Dear customer, we regret to inform you that due to your cancellation request being made close to the booking time, the assigned professional would not be able to find another job for that particular time slot. To compensate the professionals for their lost opportunity, a cancellation fee is charged, which is directly transferred to them.
Agent action 2If customer is aligned with the resolution then reschedule the booking or cancel the request as per customer feasibility-
Canned response 4"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."
Further assistanceIs there anything  else I can assist you with?Is there anything  else I can assist you with?Is there anything  else I can assist you with?
ClosureHope 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 !