Servicing Required by Customer
| Opening | Welcome to Urban Company! I'm [Associate Name] How may I assist you today? | |||
| Customer Problem Statement | Servicing Required | |||
| Action | Check the Installation date and confirm if user is in warranty: - RO purchased before 5th Aug'22: 1 year warranty - RO purchases after 5th Aug'22: 2 year warranty | |||
| Probing | If out of warranty | If customer under warranty | ||
Resolution | Inform the customer that he is out of warranty and can book service from UC application. If needed, guide on the steps to book a service. | Ask customers, if they are facing any issues with the purifier or requiring regular servicing. Canned "May I kindly inquire if you have experienced any issues with the purifier?" If customer mentions issue, then note down, else if they say that they just need regular servicing then note that down acccordingly | ||
Close the ticket | Cx facing some issues | Customer requires a servicing | ||
| Book a revisit and follow revisit SOP | ||||
| Close the ticket after confirming customer resolution | ||||
| Tagging | ||||
| Reason of Complaint (Main Tag) | Servicing required | Issues with the product | Servicing required | |
| Reason of Complaint (Sub - Tag) | Periodic Servicing required by Cx | Water Leakage Issue related to Water quality LED / UV Light Issues RO not switching ON Water is not coming from the RO Noise Issues Less Water Supply / High wastage Machine is Switching On and Off continuously | Periodic Servicing required by Cx | |
Resolution offered | Information shared | Same Pro Revisit | Same Pro Revisit | |
| SME Revisit | SME Revisit | |||
| New Pro Revisit | New Pro Revisit | |||
| Comments | Mention exact issue | Mention exact issue | Mention exact issue | |