Product faulty or damaged / Product Incompatible with all doors
| Opening | Welcome to Urban Company! I'm [Associate Name] How may I assist you today? | ||
| Customer Problem Statements | |||
| sop | If partner at cx place ( damage) | if partner not at cx place ( damage) | Fit/compatibility issue |
| sop | check with partner too what is the excat issue 2) Pitch customer for free of cost replacement on next day and install on D+2. 3) If customer wants early installation - flag to Business POCs on slack 4) If customer doesn't want a replacement - try and convince customer - if the customer is still not aligned reach out to Bhawna. | 1) Ask for pictures of the product (detailing the defect/damage) 2) Pitch customer for free of cost replacement on next day and install on D+2. 3) If customer wants early installation - flag to Business POCs on slack 4) If customer doesn't want a replacement - try and convince customer - if the customer is still not aligned reach out to Bhawna. | 1) Pitch customer for free of cost replacement on next day and install on D+2. (we do proactive calls through our VC experts for compatibility check before product is dispatched) 2) If we connected with customer on compatibility check call (tracker link) - We cannot return and refund - customer will have to use the product on some other door or location. Replacement option is still open. 3) If we did not connect with customer on compatibility check call - pitch for replacement or installation on different door/ location . If customer not aligned - . (Bhawna to dip check) check with partner too what is the issue |
| Canned Responses (Level 2) | If replacement is needed I apologize for any inconvenience caused. We are arranging a replacement for the product, which will be delivered to your location tomorrow. | ||
| sop | cx agree | cx want early replacment | |
| sop | raise on slack , reschedule the service request for D+2 day and replacement will be deliver on D+1 eg- suppose if any cx raise issue on 26 june so replacement can be delivered on 27th june eod and installation can be done on 28th june set reminder next day at 8 PM to 9 PM(27th june) | ping to business POC set reminder to 2 hours | |
| Canned Responses (Level 3) | As per our previous discussion, the replacement product is scheduled to be delivered tomorrow eod we will take follow up with you around 8 PM to 9 PM. Additionally, the service or installation is also be scheduled for XXXX(date and time) Thank you for your cooperation. | We have escalated your request to our team to check for the possibility of delivering your product earlier. We will provide you with an update with in 2 hours | |
| Canned Responses (Level 4) | Hello, this is a gentle reminder to inquire whether you have received the product or not | ||
| sop | if cx recived the product , set reminder as per booking or installation date and time check with partner if reached at cx place or not on installation date and time | ||
| Canned Responses (Level 5) | Hello, I have received confirmation from our partner that they have arrived at your location for the installation. | ||
| Canned Responses (Level 6) | 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 Urbancompany. | ||