Machine Issues/Revisit SOP

Opening	Welcome to Urban Company! I'm [Associate Name] How may I assist you today?
Customer Problem Statements	Any functional issue ( For TDS , IOT and water Quality issue follow there respective SOPs)
	Note: Check whether the customer has already placed a revisit: If Yes, understand the customer's concern and process accordingly based on Revisit Stage. If not booked, we will follow the given flow.
	Note down issue in ticket notes
Canned Responses (Level 1)	Thank you for sharing the required details, we apologies for the inconvenience caused. We can arrange a revisit for you and our expert service professional will be there to resolve the issue.
Action steps	If slots aren't visible due to an error or if the revisit slot is more than 8 hours: For a revisit, check if the installation booking is marked as delivered. If not, call the partner and ask them to mark the job as delivered. If slots still aren't available or if the slot is greater than 8 hours, move to SME revisit. For SME revisit: If booking SME revisit, check if the installation booking is marked as delivered. If not, call the partner and ask them to mark the job as delivered. If booking after the first attempt of revisit, book SME revisit from the last booked request. Check if the revisit booking is delivered. If delivered, create SME revisit on that request. If not delivered, cancel this revisit and book SME revisit from the installation booking. If slots still aren't available, or if the customer doesn't want the assigned partner, or if the slot is more than 8 hours: If the issue isn't solved, place a fresh booking from the business account. Don't park the case with revisit or SME visit creation, either through Slack update or the business account. If booking is not created from business account then in sheet Raise a thread and tag the city POC. Ask the customer to wait for 24 hour. If there's no response in one hour, the team lead or on-floor client will directly call the city POC to solve the issue.
	Ask customer suitable time for revisit and arrange the revisit.
	"""We have slots available between XX am/pm and XX am/pm on XX date
	What would be your preferred slot for the revisit?



	Once the timing is confirmed. Arrange a revisit and inform the partner.
	Your appointment with the expert has been scheduled for "_____". He will be available at the given time slot.
	Ticket will be closed after creating revisit







Contact Px on revisit job start time.
Revisit stage	If Px on the way/late	If Px reached the site	Px not contactable	Px Denied
Response	Inform CX ETA of partner in chat , park the ticket as per ETA	Inform the customer and close the case	- Attempt contacting Px 2 times Check in distance tracking. partner is there on the site - Partner is away from site - In any case we need to cal cx to know if they spoke with partner if partner is already there at the site etc. If customer says - no comms with partner and partner is away from site as per tracking - pitch for reschedule ( only in case of SME revisit ,no point in rescheduling revisit, cancel and create SME revisit )	Try to convince the partner. if not convinced Pitch for reschedule ( only in case of SME revisit ,no point in rescheduling revisit, cancel and create SME revisit ) also highlight the same to city POC on slack - If Px is convinced, follow If Px is on the way/late flow - If Px is not convinced. - Call Cx and ask for some other preferred time to reschedule and book a SME revisit. -