safety and hygiene protocol not follwed - Crtitcal escalations
| Opening | Welcome to Urban Company! I'm [Associate Name] How may I assist you today? | |||||
| Canned Responses (Level 1) | Apologies for this experience, would request you to please elaborate on your concern here so that I can help you in a better way | |||||
| Canned Responses (Level 2) | Thank you for sharing your concern, I will share the feedback with the concerned professional and ensure this will not repeat in the future. Please allow me some time to check with the professional. | |||||
| Agent Action 1 | call a professional and understand the situation always try for rescheduling in safety protocol cases | |||||
| Sub scenario | 1. if Job is not Started. |
1. If the job is delivered |
1. If the customer is covid + after taking service from UC |
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| Canned Responses Level3 |
We sincerely apologize for the uncertain experience and inconvenience caused to you. However, I would like to inform you that we can assign you different professionals for (available time slots). We will make sure the next professional is following all the hygienic protocols. |
We sincerely apologize for the uncertain experience and inconvenience this has caused you. However, I would like to inform you that the current temperature of professionals is (____) with no complaints received in the last 24 hours. Therefore, we can refund the 49 RS you have paid for. We would like to know the preference for the refund. Shall I go ahead with UC wallet (get credited in 24 hours)? can be used in any service with an online payment that is valid for 365 days. bank account (share bank information in the chat) Account Information: Account No. : IFSC: Name of the bank: Once we receive the details, the refund gets credited in 5 to 7 working days. |
Dear Customer, We sincerely apologize for the uncertain experience and inconvenience caused to you. However, I would like to inform you that your concern has been raised with the relevant department and they will call you ASAP and will accordingly provide you with the resolution. Your complaint number is UC12348ou9. and can track the status of the application as well. |
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| Canned Responses Level5 |
Closing script I hope we were able to help you today. Feel free to reach out if any further assistance is required, Thanks for connecting with Urban Company! |
Closing script I hope we are able to help you today, feel free to reach out if any further assistance is required, Thanks for connecting with Urbancompany. |
Closing script Thanks for connecting with Urbancompany. |
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