Preffered Professional
| Scenario | Customer Wants the Preffered Professional | ||||
| Opening | Welcome to Urban Company! I'm [Associate Name] How may I assist you today? | ||||
| Canned Responses (Level 1) | I apologize for the inconvenience caused to you, please be assured I'll surely help you with the same. | ||||
| Canned Responses (Level 2) | I understand that you would like to hire preferred service professional for your service. We want to let you know that in order to assign a preferred professional, You must give them a rating 4 or above for the previous service which they provided and after doing this whenever you place a new request, you will automatically receive the preferred professional list. | ||||
| Canned Responses (Level 3) | Also before providing ahead, can you pls confirm me the mentioned details about the pofessional: 1. Provider Name & Last Sevice Taken with this professional (Date) 2. Category | ||||
| Agent Action 1 | Agent to check for: 1. Preferred pro is on leaves/changed hub & Pro slots are available for the requested time 2. Any other reason (Blocking & left the Platform) | ||||
| Calling Required | Cx- No/PX- No | Cx- No/PX- No | Cx- No/PX- No | Cx- No/PX- Yes | Cx- No/PX- Yes |
| Sub scenario | Preffered pro not available in that time slot | Pro is available but changed Hub | Pro is on leaves | If Preffered Pro is Available | If Preffered Pro is Available but PNR |
| Canned Responses (Level 4) | I regret to inform you that your preferred professional is not available for this time slot, as confirmed. His/her available slots are [Mention the Slots], please confirm your preferred timeslot from the list so that I may reschedule the request. | As confirmed, the preferred professional is not currently serving in your location; we apologize for any inconvenience. If you allow me, I can look for a new professional to serve you on this booking, since all of our professionals are thoroughly trained and groomed to provide you with the best service experience possible. | I regret to inform you that your preferred professional is on leaves. please confirm your preferred timeslot from the list so that I may reschedule the request. | As checked your Preffered Pro"Professional Name" is available in the same hub area.Let me quickly check with the professional if they are available according to your preffered time slot and date. | I regret to inform you that your preferred professional is not answering We made many attempts to get in touch with the professional .So we are rescheduling the request as per your given time if professional is available then will be assigned with same pro else with the other best professional |
| Agent Action 2 | Reschedule the booking | - | - | I am rescheduling the request for the preferable time shared by you and will be assigned with same professional on the request. | Reschedule the request. Note* 1 attempt = 2calls to px |
| Closing | I am rescheduling the request for the preferable time shared by you and wil assign the same professional on the request | ||||
| Parking Status | No | No | No | No | No |