Pest Poor Service SOP 2025

New Pest SOP

***PEST CONTROL SERVICE LIFECYCLE***

1. Initial Service

2. Follow Up Service

3. Revisit

4. If Revisit did not happen SME service will be created.

5. If Issue is still not resolved after Revisit / SME - Agent will provide 2 options to Cx - They can either opt for 30% (Non Loyal), 30-50%(Semi, Loyal) OR they can opt for another Revisit.

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

For NR/NS cases, We will offer 100 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 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.	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.	As your spray service has been delivered by our partner a few days back . We want to clarify that the spray targets visible cockroaches, but since a single cockroach can lay up to 100 eggs, it’s common for new cockroaches to emerge within 10-12 days. To ensure a more permanent solution, we’ve scheduled a follow-up gel treatment service for you in the next 10-12 days. This will help prevent any cockroaches from going into hiding and will effectively address your issue. We would request you to please wait till our follow up service so that we can ensure your issue gets permanently resolved. Additionally, we offer a 90-day warranty on our services. If you experience any issues after the gel treatment, you can claim your warranty at any time.	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 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. Note- We will call the professional after arranging the revisit	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.		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

sme slots not available / same partner getting assign on sme visit / revisit / maximum number of revsiit delivered and cx demands again revisit

We will check if the sme slots are not available or the same partner is getting assigned on sme visit / revisit we will not fill the sme denied form for the same If the customer is non loyal we will pitch 30% refund , 50% refund and if the cx is admant we will pitch 100% refund wil TL approval / client / QUALITY approval , If the customer is loyal we will pitch 50% refund and if the cx is adamt we will refund 100% refund after TL/ CLIENT / QUALITY approval

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 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.

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 a new pro in the same follow up request.

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

An automatic payout will be generated.

**No Pro Deductions to be made here**.
If SME is not available on sheet ,We will not cancel Follow up service and we will ask the assigned Px to go otherwise it will come under paf.
Navigation - Customer's follow up request Request ID - Actions- Reschedule follow up with new Px.

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 on the same follow up request.

We'll reschedule the booking to an SME on the same follow up request.

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 ,the assigned Px will have to visit for service otherwise it will come under paf, if SME slots is not available on the dashboard on that case we will try manual fan-out and assign Px as per the hub. If no SME is available in a particular hub, highlight the same to the client at the earliest.

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 on the same follow up request.

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 ,the assigned Px will have to visit for service otherwise it will come under paf, if SME slots is not available on the dashboard on that case we will try manual fan-out and assign Px as per the hub. If no SME is available in a particular hub, highlight the same to the client at the earliest.

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.
**If the Customer is adamant, Please check with TL/Client**

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 we will refer to the PEST SME SHEET .

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 refer to the PEST SME SHEET.
If still no SME is being found on either sources, OFFER 30% Refund and if customer is adamant offer 50% refund and if customer adamant for full refund TL Approval or client approval is mandatory for full 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 40% amount from pro.
And if Revisit slots is not available or Pro denied/ Blocked/PNR we will create SME from the dashboard. and will create TNS for FYI

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 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 and will create TNS for FYI

**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.

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 the Client.

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.

Termite Control

Customer did not like the services / Unsatisfactory services
Opening	Good Morning/Evening Customer. My name is [Associate] and I will be assisting you today.
Warranty Status	View More>Request ID>Check warranty card ( In Termite control we provide 90 Days of warranty)
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 Action	( Pro calling is mandatory incase pro is PNR go with customer VOC)
Scenario	If customer agreed to revisit
Sub Scenario	If the Revisit Slots are available	If the Revisit slot is NOT available/Revisit is already Delivered
Agent Action	We will arrange revisit as per the customer's feasible time and will call the partner and will confirm the visit as per customer voc Same Day Revisit will be on follow up till job delivery, Next day revisit will be closed	We will offer refund 30% to the customer and if customer is not aligned than we will pitch 50% refund. Note - Full refund will only be approved by Tl/ Client. Valid for Both Loyal and Non loyal users
Dashboard Navigation	View More> Gross Request ID>Action>Create Revisit	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.
Canned Respose	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. Note- We will call the professional after arranging the revisit	IMP- There is no SME in termite control
Closure	Thanks for choosing Urban Company. Have a good day ahead

Detailed Scenarios

Step	Scenario / Action	Detailed SOP	Canned Response (Customer Communication)
1	S1 done, customer reports poor	Ask the customer to wait for follow-up service (S2) for optimum results. Educate on post-treatment behavior.	As your spray service was delivered a few days ago, we want to clarify that the spray targets visible cockroaches, but a single cockroach can lay up to 100 eggs. Hence, it’s common for new cockroaches to emerge within 10–12 days. To ensure a more permanent solution, we’ve scheduled a follow-up gel treatment within 10–12 days. This helps prevent cockroaches from hiding and effectively addresses the issue. We request you to wait for this service to ensure complete resolution. We also offer a 90-day warranty. If you experience any issues post-treatment, you can claim your warranty anytime.
2	Different Pro required on S2 (Follow-up)	We will politely inform the customer to continue the service with the same professional. If the customer remains adamant, reschedule the follow-up service with an SME (from the SME sheet).	We aim to assign the same professional for follow-ups, but in some cases, a certified senior expert may attend. Rest assured, your service quality and warranty remain the same. In case of any issue, we're just a message away to assist you.
3	Follow-up not created	Go to Dashboard → Request ID → Click Action → Arrange Follow-up.	We noticed the follow-up visit wasn’t scheduled earlier. We’ve now arranged it for you and will ensure it is completed at the earliest by a qualified technician.
4	Follow-up No Show by Pro	If status is open and Pro/customer didn’t cancel: Reschedule SME follow-up from sheet.	We’re sorry the follow-up wasn’t completed. We’ve now rescheduled your service with a senior expert. Please be assured your issue will be addressed during the next visit.
5	Revisit/SME revisit needed	If S1 & S2 still have customer issues persisting, offer revisit. If there are no slots, arrange a SME visit.	We’ve arranged a revisit to ensure your concern is resolved. If required, a senior expert will visit personally to offer complete resolution under our warranty.
6	SME/Pro call before revisit	Always call SME/Pro before creating revisit. If both deny, cancel booking under PAF.	NA
7	CX demands refund after SME visit (3rd service)	If a SME visit is done (3rd), we will offer a second SME visit. If a customer still refuses to take a second SME visit, offer a 40% refund. CX is adamant, take approval.	We regret that the issue persists after the 3rd service. To resolve it, we will schedule a second SME visit. If you still wish to proceed with a refund, we can offer XX as per policy after taking the necessary approvals.
8	Refund request before 4 visits	No refund to be provided. Educate customers on the 4-service model.	As per our service protocol, we offer a refund only after 4 visits if the issue remains unresolved. We request your patience and assure full support during the ongoing treatment.
9	Unresolved after all 4 visits	Offer 30% refund. If a customer is adamant, take Supervisor/Client approval. Must mention approval in notes.	We truly regret the inconvenience. Since the service did not meet expectations despite 4 visits, we are processing a 30% refund as a goodwill gesture after getting required approvals.
10	Agent unable to navigate SME sheet	Provide support/training to navigate SME sheet and handle revisits.