FHC Revisit SOP 2025
| FHC New Revisit Policy ( Delhi, Mumbai, Pune, Bangalore and Hyderabad ) | ||||||
| Broad Use case | Basic Check | Probing | SOP | Revised Pitch | Pitch notes | Partner Actioning |
"Poor service (Issue after gross job is dilvered) Revisit not created yet "" 1.Unsatisfactory service 2.Stains not removed properly 3.Uncleaned area " |
"1.check warranty period 2. Loyalty Status 3.Fraud score 4.*No refund should be given to customer with fraud score 75 or higher. Applicable for both Loyal & Non Loyal Customers,The agent must check with the Team Lead (TL) and the client for approval.(Approval On Notes)** |
"1.Ask CX to share images 2.Compare pre & post images from audit log(Check if images are: Not available / Same / Blurry) in this scenario go with customer VOC |
"Customer agree for Revisit If customer agree for revisit >Create Revisit for Next Day>Inform the customer that revisit will be free of cost" **Note - Pitch revisit for next day only, do not pitch any slots for revisit for the same day** |
" Inform the customer to Re- rate the professional on revisit request based on their experience. Addtionally, To resolve the issue, let the customer know that a revisit is being arranged for them, free of cost.Also you have the option to change your rating for the partner based on your updated experience on the revisit request.Your rating helps us identify if the professional needs further training. Based on your feedback, we take steps to improve their performance. " |
Arrange a conference call between customer and proefsisonal | " Clearly explain to the partner that delivering the revisit is beneficial for improving their ratings. If the partner still refuses to revisit, inform them that PAF will be applied. Initiate the revisit and cancel the booking under the ""Professional at Fault"" **We will call the professional post creating a revisit and will arrange conference call between customer and professional**" **Note - Pitch revisit for next day only, do not pitch any slots for revisit for the same day** If partner denies for revisit- *Note- If customer shared only one and two images we will offer a refund as per SKU .Incase customer shared multiple images we will offer refund --Loyal- 50% and full refund with client approval --Non-Loyal- 30% - 50% and full refund with client approval |
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"Customer deny to take revisit from same profesisonal / Different professional Required Agent will first assure for same pro revisit If customer agree for same pro Visit -Create Revisit for next day>Inform the customer that revisit will be free of cost>keep a follow up till job end **Note - Pitch revisit for next day only, do not pitch any slots for revisit for the same day** If customer still deny for revisit from the same proefssional **Note- If customer shared only one and two images we will offer a refund as per SKU .Incase customer shared multiple images we will offer refund --Loyal- 50% and full refund with client approval --Non-Loyal- 30% - 50% and full refund with client approval |
"Since the current partner has a better understanding of your issue, he will be better equipped to solve the problem, saving time as well. In case they are unable to resolve it, we will surely assist with the best possible alternate resolution. Rest assured, we will follow up until your service is successfully delivered and confirm the same with the professional to ensure you do not face any inconvenience from our end."" Please confirm your preferred time for the revisit."" **Note - Pitch revisit for next day only, do not pitch any slots for revisit for the same day** *"" Inform the customer to Re- rate the professional on revisit request based on their experience. Addtionally, To resolve the issue, let the customer know that a revisit is being arranged for them, free of cost.Also you have the option to change your rating for the partner based on your updated experience on the revisit request.Your rating helps us identify if the professional needs further training. Based on your feedback, we take steps to improve their performance** """ |
-1st Pro can hanlde better and faster --if not solved we are here to help A first reminder will be set 30 minutes prior to the scheduled booking time. Once the reminder is assigned, call the partner first (before reaching out to the customer) to check the partner’s status regarding arrival at the customer's location. |
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"Customer Not available/Already cleaned **Not available** - Inform about all available slots(Pitch nearest available slot) If customer agree for revisit >create Revisit for next day >Inform the customer that revisit will be free of cost If customer denied for Revisit- Offer Refund *Note- If customer shared only one and two images we will offer a refund as per SKU .Incase customer shared multiple images we will offer refund --Loyal- 50% and full refund with client approval --Non-Loyal- 30% - 50% and full refund with client approval **Already cleaned self/outer help *Note- If customer shared only one and two images we will offer a refund as per SKU .Incase customer shared multiple images we will offer refund --Loyal- 50% and full refund with client approval --Non-Loyal- 30% - 50% and full refund with client approval | ||||||
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"Slot Not available *Note- If customer shared only one and two images we will offer a refund as per SKU .Incase customer shared multiple images we will offer refund --Loyal- 50% and full refund with client approval --Non-Loyal- 30% - 50% and full refund with client approval |
NA | NA | NA | |||
| "Poor service(Post creating a revisit) (1.Profesisonal denied for revisit 2.Profesisonal No Show)" |
Call the professional and understand the reason |
Same profesisonal Denied to visit/PNR/Revisit No show If customer shared only one and two images we will offer a refund as per SKU .Incase customer shared multiple images we will offer refund --Loyal- 50% and full refund with client approval --Non-Loyal- 30% - 50% and full refund with client approval " |
NA | NA | NA | |
| "Poor service(Issue not resolved post Revisit (1.Unsatisfactory service 2.Stains not removed properly 3.Uncleaned area)" |
Understand the reason why issue was not resolved |
Issue not resolved Post Revisit If customer shared only one and two images we will offer a refund as per SKU .Incase customer shared multiple images we will offer refund --Loyal- 50% and full refund with client approval --Non-Loyal- 30% - 50% and full refund with client approval " |
NA | NA | NA | |
| "Incomplete service (Job Dilevered) (1. Professional not delivered the job completely 2. partial services taken by customer)" |
- | Call the profesisonal to verify the same | """1. what left incomplete ? ex :- one bathroom , Taps, open - professional at fault 2. what partially delivered ? ex:-bathrrom cleaning done and left the exhaust fan 3. did professional informed you at what time he will be back ?"" " |
"--SKU service not done(ex. cx booked for 3 bathrrom service only one sevrice dilevered) If customer agree for revisit >create Revisit>Inform the customer that revisit will be free of cost If customer denied for Revisit- Offer Refund and deduct from the same from the proefssional Incase customer denied for revisit>deduct the amount from the professional and refund the same service amount to the customer Multiple SKU service not done- --Loyal- 50% and full refund with client approval --Non-Loyal- 30% - 50% and full refund with client approval |
"Clearly explain to the partner that delivering the revisit is beneficial for improving their ratings. If the partner still refuses to revisit, inform them that PAF will be applied. Initiate the revisit and cancel the booking under the """"Professional at Fault"" **We will call the professional post creating a revisit** |
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Revisit SOP updated pointers -
| Step | Action | Detailed SOP | Canned Response / Note |
| Mandate | Images and Pro call | ||
| 1 | Check Group ID | If “REVISIT” is mentioned in the Group ID → Revisit to be offered even if city is not Delhi, Mumbai, Pune, Bangalore, or Hyderabad | As per your case, we are arranging a free revisit to resolve the issue. |
| 2 | Check Slot Availability | Use dashboard to check available slots → Offer next-day revisit post 4 PM(Check revisit slot first before offering revisit) | We will assign the same professional to revisit and clean the areas that were previously missed. We will also inform them to ensure the service is done properly this time, and we will make sure that the same issue does not happen again. |
| 3 | If Customer Agrees | Create revisit from dashboard → Call partner → Arrange concall between CX & Pro → Close case | NA |
| 4 | If Customer Denies Revisit | Try to convince customer using canned pitch | We understand your concern regarding the areas that were not cleaned as per the package. However, we kindly request you to give our partner one final opportunity to address the issue. Since the partner is already familiar with the situation, they will be better equipped to resolve it efficiently and save valuable time. Additionally, you will have the option to update your rating based on your experience after the revisit. Please be assured that we will closely monitor the service this time to ensure complete satisfaction. If the issue still remains unresolved, we will provide the best possible alternative resolution. |
| 5 | Customer Convinced | Follow up until revisit is completed | Thank you for giving us the opportunity. We would like to inform you that a revisit has been arranged for you. We will continue to follow up until your revisit service is successfully delivered. |
| 6 | Customer Denies Revisit ,deny to share images & Demands Refund | Deny refund without revisit. If customer is adamant take approval from TL/QA/Client even if amount is 30% or SKU | "We truly regret the inconvenience caused and understand your concern. However, as per our service policy we can arrange a free revisit for you. We request you to allow us one final opportunity to rectify the issue. Rest assured,in case the issue still remains unresolved after the revisit, we will take appropriate steps to ensure the best possible resolution. |
| 7 | If Pro Denies Revisit | Call pro to convince (see pitch below). If refused, cancel with 100% Pro at Fault (PAF) | The customer has raised a complaint regarding poor service and mentioned that some areas were left uncleaned. We request you to kindly revisit the customer's location and address the issue. This will also be a good opportunity for you to improve your rating based on the customer's updated experience |
8 |
Customer requests a different professional / does not want the same professional for the revisit |
Try to convince customer to take the service from the same partner |
Since the current partner has a better understanding of your issue, he will be better equipped to solve the problem, saving time as well. |
| In case they are unable to resolve it, we will surely assist with the best possible alternate resolution. Rest assured, we will follow up until your service is successfully delivered and confirm the same with the professional to ensure you do not face any inconvenience from our end. | |||
| 9 | Issue not Resolved Post Revisit | We will only address the issue if the customer reaches out within 3 days of the revisit being delivered. If the customer contacts us on the 4th day, please take approval from the supervisor. If the customer reaches out after 3–4 days without valid justification, we will deny the request. |
We completely understand your concern. However, since the issue has been reported after 3 Days we're unable to assist further on this. We sincerely regret the inconvenience. |
| 10 | Customer asked for revisit after 4 days or more than 4 days | Convince the customer to take the revisit within 3–4 days. In case the customer is not available during this period, we will process the refund as per the refund guidelines. | We’d like to inform you that in order to address your concern on priority, we request you to kindly take the revisit related to the this issue within 3-4 days otheriwse we may not able to cater the request as per policy.Please note, since delays can worsen the situation and make resolution more difficult later. We appreciate your cooperation and look forward to resolving this at the earliest |
| 11 | Refund Guidelines (When Revisit is Not Possible) | In case the revisit slot is unavailable, there is a revisit no-show, Issue not resolved post revisit , the customer denies a revisit with the same professional, requests a different professional (Not convinced to take revisit from same pro) or the professional refuses to revisit,Deny for revisit but share the image of poor service , customer cleaned the area by himself/herself but share the image of poor service we will proceed with a refund based on the images shared by the customer: If the customer shares only 1–2 images → Refund as per SKU. If the customer shares multiple images → 30%– refund if customer is adamant take approval for refund more than 30% |
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| 12 | Out of warranty case | In case the professional agrees to poor or incomplete service, we will cater to the customer request even if they reach out after 3 days of service delivery. However, if we do not have any proof, we may create a revisit only with the professional’s consent. If the professional denies the revisit, we can proceed to close the case based on customer feedback. |
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| 11 | Refund Guidelines (When Revisit is Not Possible) | In case the revisit slot is unavailable, there is a revisit no-show, the customer denies a revisit with the same professional, requests a different professional (Not convinced to take revisit from same pro) or the professional refuses to revisit, we will proceed with a refund based on the images shared by the customer: If the customer shares only 1–2 images → Refund as per SKU. If the customer shares multiple images → Loyal Customers: 50% refund if customer is adamant we will refund full amount with Client/Supervisor approval Non-Loyal Customers: 30%–50% refund if customer is adamant we will refund full amount with Client/Supervisor approval |
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