Professional is Late
IMP- If the skip, cancellation, or reschedule was not the customer's fault, the policy fee deducted (if any) must be refunded before closing the ticket.
| Fullfilment Issue Pro is late | ||||
| Opening | Hi my name is XX and I will be assisting you today. | |||
| Customer Interaction Canned response 1 | 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 2 | Call the partner to understand the reason for not showing up on the request. Check what time the partner can deliver the service. (call back to back 2 times) | |||
| Scenario | Professional is late | |||
| Agent Action 3 | Call the customer, If the partner is on his way then inform the customer about the reason of delay, else pitch for reschedule. | |||
| Sub scenario | Stuck in previous job | Stuck in Traffic | Vehicle Broke down | Weather Issues |
| Canned response 2 | We regret to inform you that our partner will be unable to fulfill the booking due to being stuck in his previous booking. We apologize for the inconvenience caused and understand that this has resulted in a negative experience for you. | "We would like to offer our sincerest apologies to you, our valued customer. Our professional is currently facing traffic congestion and is expected to arrive in xx minutes." | I wanted to inform you that our partner's vehicle has unfortunately broken down en route to your location. As a result, there will be a delay in delivering our service. We sincerely apologize for any inconvenience this may cause and appreciate your understanding and patience. Our team is working diligently to resolve the situation and will keep you updated on the estimated arrival time. | Due to heavy rain in the area, our partner is experiencing delays in reaching your location to deliver the service. We sincerely apologize for any inconvenience this may cause and appreciate your understanding and patience. Our team is monitoring the situation closely and will keep you updated on the estimated arrival time. |
| If pro is on the way and will arrive soon | Dear customer we would like to inform you that pro is on the way and will be reaching out at your place in xx min and we will be taking end to end follow up with you. | |||
| Action | If customer agrees to wait then share the ETA and park the ticket and take end to end follow up and close once partner reaches at location | |||
| Pitch to reschedule the booking if partner denies to visit/non contactable or customer denies to wait | 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 | If customer does not agree or system slots are not available | ||
| 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 | ||
| Refund TAT | ||||
| Further Assistance | Is there anything else I may assist you with? | |||
| Closing | We regret that we were unable to provide satisfactory resolution. We appreciate your understanding. Please reach out again if you require assistance is future. | |||
| Agent action 5 | Resolve the ticket | |||