Customer Property Damage
| Opening | Welcome to Urban Company! I'm [Associate Name] How may I assist you today? | |
| Customer problem statement | Property damage by pro while installation | |
Probing | Confirm with Cx what exactly is damaged | |
| Confirm with pro if there's any damage done by pro | ||
Resolution | Pro agreed | Pro not agreed |
| Inform pro to fix the damage or inform Cx that we can send SME (need to arrange SME booking) (if can be fixed by UC) | Arrange SME booking directly and inform Cx that SME will try to resolve the issue. | |
| Raised to Business POC for both the cases | ||
| If damage can't be fixed by UC, inform Cx to get it fixed by outside and we'll refund the amount accordingly or partner can get it fixed | After SME audit, inform Cx to get it fixed by outside if can't be fixed by UC and we'll refund the amount. | |
| Cx need to share GST bill if amount is more than 5k Normal bill will be considered if amount less than 5k | Cx need to share GST bill if amount is more than 5k Normal bill will be considered if amount less than 5k | |
This will be very subjective to issue, therefore business POC involvement is required. | ||
| Tagging | ||
| Reason of Complaint (Main Tag) | Damaged | |
| Reason of Complaint (Sub - Tag) | Property damaged by pro | |
Resolution offered | Same Pro Revisit | |
| SME Revisit | ||
| New Pro Revisit | ||
| Comments | RCA of the resolution | |
| Note - These scripts are to be used post the decision making has happened on whether or not we are catering to the damage. The SoP and instructions to be used for the decision making stays the same as per respective PODs | |||
| First Response | Please allow us to assess what caused the damage and how extensive it is. We'll handle this according to our damage policy. | ||
Catering the Damage | Pro has agreed to damage | <10K | We sincerely apologize for the damage caused; this is an unusual situation. But we will definitely reimburse INR < > to make things right for you. |
| >10K (only for cases where we have agreed to give more than 10K refund with appropriate UC approvals in place) | We sincerely apologize for the damage caused; this is an unusual situation. The monetary loss incurred exceeds our damage insurance policy of 10K. However, since you are a valuable customer for UC, we'll reimburse you for the equipment/article with INR <> to make things right for you. | ||
| 10K | We sincerely apologize for the damage caused; this is an unusual situation. But we will definitely reimburse INR 10000 as per our damage insurance policy to make things right for you. | ||
Pro has not agreed to damage | <10K | Even though our partner denies causing any damage, we will still go ahead and reimburse INR < > to make things right for you since we value you as a customer. | |
| >10K | Even though our partner denies causing any damage and the damage amount exceeds our maximum limit as per the damage policy, we will still go ahead and reimburse INR < > to make things right for you since we value you as a customer. | ||
| 10K | Even though our partner denies causing any damage, we will still go ahead and reimburse INR 10K to make things right for you since we value you as a customer. | ||
Denying to Cater | OOW/OOS/BPC Closure etc | Unfortunately, since this request is <out of warranty/out of scope/closed on visitation charges>, we will not be able to help you with a refund or reimbursement in this case. | |
| Partner has denied the damage | I regret to inform you that our assessment indicates the damage wasn't caused by our partner's actions, so we're unable to offer reimbursement for this particular case | ||