CX-Cleaning-Subscription-Service Support Center
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  2. SOP - Poor Service
  3. Unsatisfactory Service

Unsatisfactory Service

 

ScenarioUnsatisfactory Service - Warranty 72 Hours
OpeningHi My name is XX and I will be assisting you today.

Apologize customer and request for images of poor service
Canned Responses (Level 1)We deeply apologize for any inconvenience or disappointment caused by the unexpected experience you had with our partner. It is our utmost priority to provide our users with reliable and consistent services, and we regret that this instance fell short of our standards. 
 1) Please let me know the what was missing in the quality of service. 
 2) Please provide us with the pictures of the areas which will help us in providing better resolution (Only for Cleaning)
Agent Action 1Validate the images shared by the customer
Canned Responses (Level 2)It is disheartening to see that our services did not meet your expectations. We deeply value your feedback and assure you that we will thoroughly investigate this matter to identify the reasons for the lapse in service quality.
 
  As a gesture of compensation, we would like to offer you 100 % refund of the booking amount in the form of UC credits
ActionAssist the customer in availing the refund in their UC Wallet
Canned Responses T&S of UC Credits
 To compensate in this, as an apology token I'll initiate XXX(equivalent to booking amount) "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
Sub scenarioIf customer is adamant for a refund in their Bank Account and not in UC Wallet
Canned Response We understand your dissatisfaction and your request for a bank refund. We’re happy to assist you with this. Please note that processing a refund to your bank account may take 5-7 business days. To initiate the refund, we’ll need your bank account details. 
 
NEFT refund format 
 To initiate a refund, please provide your bank details: 
 Account Holder Name: 
 Account Number: 
 Bank Name: 
 IFSC Code: 
 Refund will be credited in 5-7 working days. Expected by [Date]. 
 If you want the amount in UC wallet, it takes 24Hrs (Valid for 365 days). 
 Note: Subscription amount not refundable.
Agent ActionIf customer is adamant for revisit?
Canned Responses (Level 4)We acknowledge your dissatisfaction, and although we don't have a revisit policy in place, we have taken your feedback into serious consideration and shared it with our partner.
Further AssistanceIs 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 !

Warranty - 48 Hours