Poor Service

***LOYAL & SEMI LOYAL CUSTOMERS ONLY***

For NR/NS cases, We will offer 150 UC credits as a discount on the next booking.

Customer did not like the services / Unsatisfactory services
Opening	Good Morning/Evening Customer. My name is [Associate] and I will be assisting you today.
Response 01	I am extremely sorry for the trouble this has caused you. It was never our intention to trouble you with this.
Response 02	Please allow me 02 minutes so I can check the status and update you accordingly. ( Pro/SME calling is mandatory)
Scenario	If customer agreed to revisit( follow up service is done)		If the customer asks for a different professional for follow up service	When customer comes after the first service (follow up service is still pending)	Out Of Warranty	Issue not resolved even after revisit	Customer denies for Revisit
Sub Scenario	If the Revisit Slots are available	If the Revisit slot is NOT available/Auto cancelled			Out Of Warranty	Issue not resolved even after revisit	Customer denies for Revisit
Agent Action	We will arrange revisit as per the customer's feasible time	We will create an SME revisit from the dashboard and pay 40% to the assigned SME. Fill out this form for the SME payout: >>> Pest SME Payout Navigation - Customer's first delivered booking(Spray Service) Request ID - Actions- Schedule SME Revisit. If SME is PNR, Please check for the next available SME and his Slot and repeat the Same Process.	If the customer asks for a different professional for follow up service We will politely tell the customer to take the service from same pro only. If still adamant , no refund will be given.	We will ask customer to wait till follow up service for best results. No refund will be given here.( pro deduction not required)	We will not cater any revisit or any amount here.	We can refund 30% if cx is not aligned than we will offer 50% here. If customer adamant , Please check with the TL/Client	We will politely ask the customer to take the revisit . If still adamant we will deny for any refund
Response 03	I have shared your feedback with the professional and please be assured that we are going to arrange a revisit for you to rectify the issue.	We have shared your feedback with the professional and please be assured that we are going to arrange a revisit for you to rectify the issue.	We will politely tell the customer to take the service from same pro only. If still adamant , no refund will be given	I apologize for the trouble caused to you because of this. Trust me, it was never our intention to trouble you.	I apologize for the trouble caused to you because of this. As I can check the service warranty is over so we would request you to place a fresh booking from the application as the warranty is for _ Period	I apologize for the trouble caused to you because of this. We will take your feedback to the relevant team and will surely try to curb these issues in future.	I apologize for the trouble caused to you because of this. Trust me, it was never our intention to trouble you.
Response 04	We have the slots available from "XX:YY am to XX:YY pm" . Could you please tell me your preferable slot ?	We have the slots available from "XX:YY am to XX:YY pm" . Could you please tell me your preferable slot ?	I extremely apologize for the trouble caused but unfortunately, it won't be possible for us to arrange a different professional.	We appreciate you providing us with the information. It takes time for chemicals to become effective, therefore we ask that you wait for the follow-up service for the greatest effects. After the follow-up service, the issue will be completely resolved.	Unfortunately, since this request is out of warranty, we will not be able to help you with a refund or reimbursement in this case.	We can proceed with the refund of Rs XYZ. Please tell me would you like to receive a NEFT for this or UC credits ?	We would request you to please take the revisit and allow us a chance to fix the issue.
Response 05	Thanks. We have arranged a revisit for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.	We have arranged a Senior Technician for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.	We would request you to please take the service from the same professional and allow us a chance to fix the issue.		We regret that we were unable to provide satisfactory resolution. We appreciate your understanding. Please reach out again if you require assistance is future.	Share the T&C	If Customer Agrees for the revisit,Please follow the process of Revisit (Old Pro/SME) Mentioned in the first Column. If not , Please deny for any refund and close the case.
Response 05	Thanks for choosing Urban Company. Have a good day ahead	Thanks for choosing Urban Company. Have a good day ahead	Thanks for choosing Urban Company. Have a good day ahead	Thanks for choosing Urban Company. Have a good day ahead	Thanks for choosing Urban Company. Have a good day ahead	Thanks for choosing Urban Company. Have a good day ahead	Thanks for choosing Urban Company. Have a good day ahead

We will keep the case of follow up for the same day Visit.

Customer did not like the services / Unsatisfactory services

Opening

Good Morning/Evening Customer. My name is [Associate] and I will be assisting you today.

Response 01

I am extremely sorry for the trouble this has caused you. It was never our intention to trouble you with this.

Response 02

Please allow me 02 minutes so I can check the status and update you accordingly.
( Pro/SME calling is mandatory)

Scenario

Fake Revisit

Revisit No Show

Follow Up No Response

Follow up No Show

Different Pro assigned on Follow Up

Follow up service not created

Follow up service Auto Cancel

SME Slot Unavailable/Denies to Visit/No SME Available in the Hub Area

Fake follow up

Old Pro No Show - Customer agrees for the SME Revisit

SME No Show - If the Customer agrees for Another SME Revisit

If the same pro & his slots are available

If the slots are not available for the same pro/PNR/Denies for Follow up

Pro Responsive and agrees to Visit

Pro Not Responsive/Denies to Visit

If the same pro who delivered the first request & his slots are available

If the slots are not available for the same pro/PNR/Denies for Follow up

Agent Action

We will create SME from the dashboard and if SME denied to go we will mark a mail to Karuna/ Sajan.

When a Old pro does not show up for a revisit, we will create an SME from the dashboard and pay 40% to the assigned SME. Fill out this form for the SME payout: >>> https://docs.google.com/forms/d/e/1FAIpQLSdXzSFYifQ2XLDsobPeVUF-S3cuYcv4hZkZu34Wr0dSUHUPZg/viewform

- Call SME and inform the Booking details. please create the SME Revisit and inform him the same.

We need to deduct 40% from the partner who delivered the follow-up request.
Pest Manual Deduction Form

Navigation - Customer's first delivered booking(Spray Service) Request ID - Actions- Schedule SME Revisit.

If SME is PNR, Please check for the next available SME and his Slot and repeat the Same Process.

If the SME is no show on the SME Revisit,
Please check for the next available SME and his Slot and repeat the Same Process.
**Park the case on follow up till the delivery**

We will call the pro, if he is contactable then we will ask pro to visit and keep a follow up( same day ) . In case pro will visit next day we will reschedule the follow up and case will be closed.

We'll reschedule the booking to an SME.

Copying hubs from Cockpit: do Ctrl + F on the Pest SME , reschedule with the SME, and inform the SME as well.

An automatic payout will be generated.

**No Pro Deductions to be made here**.
If SME is not available on sheet ,We will cancel Follow service under pro reason if pro at fault and will try to create SME from dashboard and if SME slots is not available on the dashboard on that case we will refund 30% - 50% to the customer and close the case and mark an FYI mail to Karuna/Sajan.
Navigation - Customer's first delivered booking(Spray Service) Request ID - Actions- Schedule SME Revisit.

We will call the pro, if he is contactable then we will ask pro to visit and keep a follow up (same day). In case pro will visit next day we will reschedule the follow up and case will be closed.

If the partner doesn't answer the call or refuses to visit, we'll reschedule the request to an SME, holding the partner at fault.

We'll reschedule the booking to an SME.

Copying hubs from Cockpit: do Ctrl + F on the PEST SME SHEET , reschedule with the SME, and inform the SME as well.

An automatic payout will be generated.

NO PRO DEDUCTIONS TO BE MADE
If SME is not available on sheet ,We will cancel Follow service under pro reason if pro at fault and will try to create SME from dashboard and if SME slots is not available on the dashboard on that case we will refund 30% - 50% to the customer and close the case and mark an FYI mail to Karuna/Sajan.

We will call the same /different pro, if he is contactable then we will ask pro to visit and keep a follow up( same day ) . In case pro will visit next day we will reschedule the follow up and case will be closed.

Navigation
Got the first Delivered booking >> Check the provider ID >> Enter the ID in the reschedule bar and check for available slots.
Call the PX and inform them to deliver the request, as they will not receive the remaining 40% if they don't deliver the request.

If the slots are not available for the First Booking partner, then reschedule it to the SME.

Copying hubs from Cockpit: do Ctrl + F on the Pest SME , reschedule with the SME, and inform the SME as well.

An automatic payout will be generated.

NO PRO DEDUCTIONS TO BE MADE.
If SME is not available on sheet ,We will cancel Follow service under pro reason if pro at fault and will try to create SME from dashboard and if SME slots is not available on the dashboard on that case we will refund 30% - 50% to the customer and close the case and mark an FYI mail to Karuna/Sajan

Agent will create the Follow up service from his end.
First Booking- Actions-Dashboard-Create follow up.
We will raise the bug with Karuna and Sajan, and We will create SME from the dashboard and if SME slots is not available on the dashboard on that case we will refund 30% - 50% to the customer and close the case.
**If the Customer is adamant, Please check with TL/Client for the 100% Refund**

If the follow-up booking is auto-cancelled or cancelled by the customer or professional, We will create SME from the dashboard and if SME slots is not available on the dashboard on that case we will refund 30% - 50% to the customer and close the case.

If the cancellation is due to the professional, then please process the partial refund to the customer along with the 40% Deduction from the professional.

If the SME slot is not available, SME denies to Visit or there is no SME in the Hub, Please highlight those cases to TL/Sajan/Karuna.
Offer the Refund to the Customer as per the poor service Grid
30% Refund
If the Customer is adamant only then pitch for 50% Refund.

We will create revisit
Action - We will call the assigned pro and inform him that if he doesn't turn up for the revisit then we will take action against him .
If pro is PNR, We will deduct 50% amount from pro.
And if Revisit slots is not available or Pro denied/ Blocked/PNR we will create SME from the dashboard.

Response 03

I apologize for the trouble caused to you because of this. Trust me, it was never our intention to trouble you.

We have shared your feedback with the professional and please be assured that we are going to arrange a revisit for you to rectify the issue.

We apologize for the trouble caused to you because of this. We have shared your feedback to the relevant team and will surely try to curb these issues in future.

I have shared your feedback with the professional and please be assured that we are going to arrange a revisit for you to rectify the issue.

Response 04

I have shared your feedback to the relevant team and will surely try to curb these issues in future.

We have the slots available from "XX:YY am to XX:YY pm" . Could you please tell me your preferable slot ?

We can proceed with the refund of Rs XYZ. Please tell me would you like to receive a NEFT for this or UC credits ?

We have the slots available from "XX:YY am to XX:YY pm" . Could you please tell me your preferable slot ?

Response 05

We can proceed with the refund of Rs XYZ. Please tell me would you like to receive a NEFT for this or UC credits ?

We have arranged a Senior Technician for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.

Thanks. We have arranged a revisit for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.

Thanks. We have arranged a revisit from a senior Technician for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.

Thanks. We have arranged a revisit for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.

Thanks. We have arranged a revisit from a senior Technician for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.

Thanks. We have arranged a revisit for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.

Thanks. We have arranged a revisit from a senior Technician for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.

Share the T&C

Thanks. We have arranged a revisit for you as per the time decided. Please be assured that the professional will be arriving on time and will surely try to fix the issue.

Response 06

I hope I was able to help you. Thanks for choosing Urban Company. Have a good day ahead.

If the Customer Denies for any furthe revisit :
First we will pitch 30% refund if customer is not aligned then pitch 50%
TL approval required in case of 100% refund

I hope I was able to help you. Thanks for choosing Urban Company. Have a good day ahead.

Agent Action

We will deduct 40% from the Pro even though if pro is not contactable

**NO PRO DEDUCTION TO BE DONE**

40% deduction if no show happens on revisit as well

Tagging

Navigation>Root/first delivered booking>Action>Refund>Initiate Refund>Refund type>Amount>Level 1>Reason>Comment(Ticket ID) .

Refund case>Poor service /Quality

Level 1	Reason	Remarks
Poor service/Quality	1.Revisit NS, Customer adamant on refund	When the professional is a no-show during a revisit and the customer insists on a refund.
	2.Revisit done, issue not fixed	When the customer contacts us about poor service after the revisit, and we proceed with a refund
	3.No Revisit, customer adamant on Refund	The customer requested a refund without opting for a revisit.
	4.Revisit slot unavailable, customer adamant on Refund- Revisit slot unavailable, customer insists on refund	As the revisit slot was unavailable, the amount was refunded to the customer.
	5.Follow up NS	The professional did not arrive for the scheduled follow-up service.
	6.Fake Follow up/Revisit	The professional did not visit the customer’s location for the follow-up or revisit, even though the dashboard shows the booking as delivered.
	7.Follow up not created	The initial booking was completed, but the follow-up was not created, leading us to refund the amount to the customer.

SME Denied to go :

If SME denied to go pls mark a mail to Karuna/Sajan. Don't pitch any refund to customer.

SME Slots not available/ No SME available at the particular Hub :

Firstly, the agent should check the dashboard for available slots. If no SME slots are available, Agent needs to mark a mail to Karuna/Sajan and attach a screenshot. Then only agent will pitch 30-50% refund to the customer.

IMP:

In case of fake revisit and fake follow up we will create FYI TNS for provider as well.
In case we will create SME from the dashboard we will fill SME payout form.
In case customer requests a different professional for a revisit, we will not arrange another professional in that situation. However, if the request is due to the professional's rude or inappropriate behavior, we will arrange for a (SME to address the issue. If Customer is not aligned with the same, please discuss the case with Karuna/Sajan.

In every case where we are refunding the amount to the customer due to the above mentioned scenarios, we need to expire the warranty from the dashboard.