CX wants different partner / Incomplete Service / Partial Service (Pro not able to install lock)
| 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. | |
| complaint type | Pre job | Post job |
| 1) I want a different professional to be assigned to my job 2) Pro late show / no show / NR 3) Pro not able to install product 4) Pro misbehavior 5) Pro didn't complete the work | 1) Pro didn't complete the work 2) Pro didn't install the lock properly | |
| Canned Responses (Level 1) | We kindly request that you inform us of the suitable time for sending a new partner to your location to assist in completing the work. | |
| sop | check the sme slot as perr cx requirement and reschedule the booking , if slot is unavailable try and pitch cx for the available slot if cx is adamant please reach out to business POC. set reminder as per booking date and time | |
| Canned Responses (Level 2) | We have arranged for a new partner for your location to ensure seamless service completion on XXXX(date and time). We will provide end-to-end follow-up and support throughout the process. | |
| SOP | set reminder as per visit date and time | |
| Canned Responses (Level 3) | Hello, I have received confirmation from our partner that they have arrived at your location for the installation. | |
| Canned Responses (Level 4) | Is there anything else I can help you with or any other way in which I can be of assistance? Please let me know, and I'll be glad to provide further support. | |
| clsoing scripit | Hope we are able to help you today , feel free to reach out if any further assistance is required , Thanks for connecting with Urban company. | |