Pro Behavior Issues

Scenario	Pro Behavior Issues
Opening	Hi My name is XX and I will be assisting you today.
Sub scenario	Inappropriate Behaviour	Insisted for Rating	Dress Code/Personal Appearance
Agent Action 1	Pro calling is mandatory, If the Pro is not Reachable please proceed as per the Customer's VOC
Canned Responses (Level 1)	We sincerely apologize for any rudeness or inappropriate behavior displayed by our partner towards you as our customer. We take such matters seriously, and we assure you that we will address this issue with the partner to ensure that it does not happen again in the future.	I apologize for any confusion or inconvenience caused. Our rating system is designed to reflect genuine customer experiences and satisfaction. We always encourage customers to provide honest feedback based on their personal experiences with our services. We will take your feedback into consideration and ensure that it is shared with our partner. We will encourage you to rate the partner based on your own service experience.	We understand that it is important for our partners to maintain a professional appearance and adhere to the required dress code. We take this matter seriously and will address it promptly with the partner to ensure that such incidents do not occur in the future. Your feedback is valuable to us, and we appreciate your understanding as we work towards maintaining high standards of professionalism and customer service.
Agent Action 2	Try to close it under feedback
Canned Responses (Level 2)	We deeply regret any inconvenience or dissatisfaction this may have caused. Your experience is extremely important to us, and we take such matters very seriously. Please be assured that we are addressing this internally to ensure that it does not happen again. We are committed to providing the highest level of service, and your feedback is invaluable in helping us achieve this goal.
Sub scenario	If customer is adamant then pitch for 50-100 credits as goodwill refund
Canned Responses	We understand that you’re disappointed with your experience. As a gesture of goodwill, we’d like to offer you a refund of 50-100 UC credits to your Urban Company wallet and assured that we are addressing this internally to ensure that it does not happen again T&C of UC Credits To compensate in this, as an apology token I've initiated 100 "Urban Company Credits" in your "Urban Company Wallet" and the same will be credited to you within 24 hours. Let me tell you more about the UC Credits . 1. 1 UC Credit = 1 Rupee 2. Validity - 365 days 3. Can be availed on any prepaid booking placed on UC
Further Assistance	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 !