Subject: RE: Call records required - 29020102539620181203
From: Anslem Misquitta <[email-masked]>
To: Nada Hattar <[email-masked]>
Cc: Sabry Yousef <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, Ahmed Zoher <[email-masked]>, Izzeldeen Shabaneh <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, Malek <[email-masked]>, Deeksha <[email-masked]>, Taima Zeid <[email-masked]>
Date: Thu, 15 Sep 2022 07:51:23 +0000

Hi Nada,

I hope you are doing well !!!

Thank you for making it a very understandable call synopsis for the agents call as requested.

This can be a learning for us all, as you rightly said in your below email if any customer threatens about raising a complaint to DED, Consumer Court, CEO or any high level escalation please ask agents to send an email to Murtaza, Anslem, Sabry and CC it to HB customer service, incase we cannot view the invoice on CRM/GDMS please ask agents to raise a ticket on FD using the new disposition - Invoice Retrieval

If customer asking for manager let the agent de-escalate once, if customer is still insisting then the manage call can be taken from your end and if required any further intervention from us then we can take it from here.

CRM is now available as there was a request sent to IT for the retrieval of this invoice (Just FYI - It's not agents mistake if he was not able to see the Invoice on CRM/GDMS at the time of call)

FYI - @[email-masked]<mailto:[email-masked]> @[email-masked]<mailto:[email-masked]> @Malek<mailto:[email-masked]>

Feel free to contact me if any help/clarification required.

[A close up of a sign  Description automatically generated]
Anslem Misquitta
Retail Operations - Customer Care
T   :  800 HOMEBOX (4663269)
F   :  +971 4 5172380
E   :  [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina
P.O.Box 282028, UAE.
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7CAnslem.Misquitta%40landmarkgroup.com%7C364e7928af3c4900876b08d98cb54bee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637695532547747731%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B4sHFXtb8ozmDL%2B5bInWdirvh1%2BRUB3dP8LgeguSuMU%3D&reserved=0>

From: Nada Hattar <[email-masked]>
Sent: Thursday, September 15, 2022 10:04 AM
To: Murtaza Kutiyanawala <[email-masked]>
Cc: Sabry Yousef <[email-masked]>; Anslem Misquitta <[email-masked]>
Subject: RE: Call records required

CAUTION: External email sender. Use care when clicking on links or opening attachments!
Hi Murtaza

Please find the attached call recording , this call was done by Amal.

Customer informed that he visited the store to raise a complaint about a mattress that was purchased on 2018. Customer added that he doesn't have the receipt so he cannot send a copy on email.

Agent asked the customer to find the receipt on Shukran app, but the app shows the receipts only shown up to 1 year.

Customer asked to transfer the call to a manager, agent responded that the manager will say the same. Agent asked for his email to provide him with a complaint number since we can't find the order on our system (order is available on CRM), Customer became very angry and threaten to complaint to DED.

Agent must use the system and check on CRM (not only GDMS) as the invoice appears on CRM, Wrong info was provided as Shukran app only shows the invoices up to 1 Year.

Moreover, as the customer asked for a manger the call must be transferred to a manager or a call back, and regarding to our last meeting if the customer threaten about raising a complaint to DED we must inform Muratza by emails or raising a CRM to CCC manager.

Kindly note that Coaching session will be conducted for Amal regarding her notes.

Best Regards,
Nada Hattar
Sr. Service Advisor
T: +962 6 500 1333
F: +962 6 500 1334
E: [email-masked]<mailto:[email-masked]>
www.crystel.co<http://www.crystel.co/>
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<https://www.youtube.com/channel/UCIlmC47mnFyc58kjUCMkByQ>

From: Murtaza Kutiyanawala [mailto:[email-masked]]
Sent: Wednesday, September 14, 2022 2:04 PM
To: Nada Hattar
Cc: Sabry Yousef; Anslem Misquitta
Subject: Call records required

Hi Nada,

Can you please pullout the call records for the below customer, there is no CRM he called at approximately between 1:50 to 2:30 PM UAE time today from the below phone #

  *   Name : Moustafa Tageldin Saleh Abdelhamid
  *   Current Address : Remraam Community althamam 45 flat 305
  *   Old Address (Order recieved on): Remraam Community althamam 32 flat 502
  *   Email : [email-masked]<mailto:[email-masked]>
  *   Mobile Number : 00971525577541
  *   Order Number : 29020102539620181203
  *   Shukran Member Number : 1800000117897985

Murtaza Kutiyanawala
Team Lead - Customer Care
T   :  +971 4 517 2300
D  :  +971 4 813 2414
F   :  +971 4 517 2380
E   : [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina, P.O.Box 282028, UAE.
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cmurtaza.kutiyanawala%40landmarkgroup.com%7C451b5b1b38d0415a044608d96ac43dbf%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637658213337732239%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=Cdij8dK2Vfav4R8QlQkxzKCysFQU3v13MudEsv%2BNmCE%3D&reserved=0>

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