Installation Service Cancellation / Reschedule
| Opening | Welcome to Urban Company! I'm [Associate Name] How may I assist you today? | ||
| Canned Responses (Level 1) | I apologize for the experience you had and would appreciate if you could elaborate on your concern here so that I can assist you better. Please confirm the service. | ||
| Reschedule/Cancel Booking | 1) Understand the reasons and reschedule/cancel the request 2) If the customer has received the product and wants to cancel, pls inform the customer that we do not have a returns policy. 3) If product is dispatched then also cancellation is not possible | 2) For reschedule, a) if the product is out for delivery, we can reschedule to a time after today b) if the product is not out for delivery, we can reschedule to a time day after tomorrow c) if the product is delivered, we can reschedule to anytime based pro's calendar | |
| Canned Responses (Level 2) | Thank you for sharing the required information with us. Please allow me sometime to check , May I place your chat on hold for 2 minutes | ||
| Sub scenario | 1. When customer wants to reschedule and slots also available . | 1. When customer wants to reschedule and slots are not available . | |
| Canned Responses Level3 | Dear customer , The slot on -- day is available May I go ahead ahead and reschedule? | Dear customer ,we regret to inform you that , slots you have requested is currently occupied and no professionals available for the requested slots , instead we have available Slots for Today - 21st Mar May I go ahead ahead and reschedule? | |
| Canned Responses Level4 | Thank you for confirming the same, will reschedule your request for the given date you will get the confirmation in the application as well. from now you can also reschedule the booking from your end as well by following the below mentioned steps : Open UC App >> Bookings >> Select the Booking you want to Reschedule >> Select Reschedule >> Select Preferred Slot | Thank you for confirming the same, will reschedule your request for the given time you will get the confirmation in the application as well. from now you can also reschedule the booking from your end as well by following the below mentioned steps : Open UC App >> Bookings >> Select the Booking you want to Reschedule >> Select Reschedule >> Select Preferred Slot | |
| Canned Responses Level5 | Closing script Hope we are able to help you today , feel free to reach out if any further assistance required , Thanks for connecting with Urban company. | Closing script Hope we are able to help you today , feel free to reach out if any further assistance required , Thanks for connecting with Urban company. | |