Revisit work related
What is a revisit job ?:
When customer feels work is not done properly then CX can create revisit within warranty period.
| Step | Scenario | Check Points | SOP |
| 1 | Revisit created but CX cancelled | Check: 1. If PX has any discussion with CX and PX denied for the job or Shared his personal no with CX then PAF is genuine | Applicable for both the cases:(Either PX reached customer location or CX cancelled the revisit before booking time BT ) Case1: PAF not marked , We can close ticket by telling partner that PAF has not been marked. Case2: PAF marked Step 1: Check if genuine PAF, tell partner that this can not be reveresed because CX faced bad experience due to PX Step 2: Check if not genuine PAF, then agent to validate and fill the form. raise it to PAF team and park ticket for 3 hours. After 3 hours cll pro and inform the current status and close the status. |
| 2 | Revisit created , Work not required | While PX is cancelling, PAF | Step 1: Agent need to speak will customer and request him to cancel the booking by selecting "Issue resolved", IF CX agree then close the ticket Step 2: If CX is un-responsive or not agree to cancel the revisit booking, then ask partner to cancel booking at his end and If PAF marked then follow step 2.a Step 3: Check if genuine PAF, tell partner that this can not be reveresed because CX faced bad experience due to PX Step 4: Check if not genuine PAF, then agent to validate and fill the form. raise it to PAF team and park ticket for 3 hours. After 3 hours cll pro and inform the current status and close the status. |
| 3 | Revisit created, new work is required, but CX denied for the new work | While PX is cancelling, PAF | Step 1: If CX is not agreeing to add new SKU, Agent ask CX to cancel the booking by selecting "Issue resolved", If CX agree then close the ticket Step 2.a: if CX not agreeing to cancel, Ask partner to cancel booking at his end and IF PAF/Penalities is marked then, Step 1: Check if genuine PAF, tell partner that this can not be reveresed because CX faced bad experience due to PX Step 2: Check if not genuine PAF, then agent to validate and fill the form. raise it to PAF team and park ticket for 3 hours. After 3 hours cll pro and inform the current status and close the status. |
| 4 | Revisit created, but PX denied the job/No Show/Poor service offered | Checks: If partner didn't tried to contact CX PX is unresponsive to CX Poor service offered in revisit job | If pro denies for revisit then explain the consequences of PAF and how it affect the prfile/metrics. No reversal to be in case pro denies for the service |
| 5 | Any Issue related to payment/invoicing/job start/End | Agent need to follow the SOP define for a fresh case | |
| Tagging: | 1.3_money_-_revisit_issue < revisit work related info | ||