Warranty Claim / Poor Service / Post service - Revisit
| 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. | |||
| Canned Responses (Level 2) | Thank you for providing the necessary information. To help you better with your concern, allow me to setup a videoall between you and our technical expert. This will help avoid any further discrepancies and ensure clear communication. | |||
| If cx is facing any confugriation issue (on app, fingreprint) | cx want revisit only - for first revisit fanout to same partner (the partner who did installation) |
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| Pitch cx to place talk to expert booking( this booking do not have any charge | ||||
| Canned Responses (Level 3) | I apologize for this substandard experience.This issue can be solved with our video call expert. You can make the Talk to expert booking through your app. This booking do not have any charge | |||
| SOP | CX agreed to place booking | Cx disgaree to place booking | Cx agreed to Revisit on available partner slot | Cx want revisit on another slot |
| If cx agree ste reminder as per cx VOC | Raise this case to business team as per cx available date and time for VC ( Suraj and Ashutosh Verma) | arrange revisit | if slot is available please place sme revisit | |
| Canned Responses (Level 4) | AS discussed we have arrange Video techincal call for you on XXXX. we will take end to end fup |
I have submitted a revisit request for (specify the revisit date and time). We will follow up with you here to provide updates on the status of the revisit request. |
Dear customer ,we regret to inform you that , slots you have requested is currently occupied and no professionals available for the requested slots | |
| set reminder as per video call date and time if post video call any visit needed follow revisit sop | if post revisit replacement need please proceed with replacement prodcure | if cx not aligned (or slots not available) please rasise to business team for manual line up | ||
| SME ID | ||||
| SME ID | City | SME | Phone No. | |
| 607d648a343b2829003a6526 | Bangalore, Chennai | Shaikh Haseeb | 8660199674 | |
| 63bd5f62856a40002a587a0d | Delhi | Arvind | 9910381214 | |
| 5fb92627e8def92900acd709 | Mumbai, Pune | Shaikh Amirul | 9867574351 | |
| 6309f6ea4bcebd0037128a46 | Hyderabad | Sachin | 8639166374 | |