Cancel/Reschedule Booking

Scenario	Cancel/Reschedule Booking
Opening	Hi my name is XX and I will be assisting you today.
Canned response 1	Is it possible to confirm the reason for the changes in your booking
Sub scenario	Reschedule		Cancellation
Canned response 2	Would you like to reschedule with preferred pro?
Sub scenario	Slots are not available to Reschedule	Slots are available	Customer plan change
Agent action 1	Go to Actions>> Reschedule>> Check available slots and pitch same to customer	Go to Actions>> Reschedule>> Check available slots and Reschedule	Cancellation within/after threshold
Canned response 3	We 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 2	If 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 assistance	Is 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?
Closure	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 !