Subject: Re: MOM - 15th December, 2022
From: "Malek Al. Hosan" <[email-masked]>
To: Anslem Misquitta <[email-masked]>
Cc: Samer Aburamadan <[email-masked]>, "Sanaa.Hammad" <[email-masked]>, AMIR <[email-masked]>, syed ataullah <[email-masked]>, Nada Hattar <[email-masked]>, Taima Zeid <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, Ahmed Zoher <[email-masked]>, murtaza kutiyanawala <[email-masked]>, Sabry Yousef <[email-masked]>, Raja Ramachandran <[email-masked]>, Deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Fri, 16 Dec 2022 04:07:56 -0700 (MST)

Hi Anslem. 

Thank you for sharing the outcomes. Same will be forwarded to the team members to follow. 

Regards. 
Malek. 

From: "Anslem Misquitta" <[email-masked]> 
To: "Samer Aburamadan" <[email-masked]>, "Sanaa.Hammad" <[email-masked]>, "Malek" <[email-masked]>, "AMIR" <[email-masked]>, "syed ataullah" <[email-masked]>, "Nada Hattar" <[email-masked]>, "Taima Zeid" <[email-masked]> 
Cc: "HomeBox Customercare UAE" <[email-masked]>, "Ahmed Zoher" <[email-masked]>, "murtaza kutiyanawala" <[email-masked]>, "Sabry Yousef" <[email-masked]>, "Raja Ramachandran" <[email-masked]>, "Deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Friday, December 16, 2022 4:27:28 PM 
Subject: MOM - 15th December, 2022 

Hi Team, 

Please find the Minutes of the Meet dated for 15 th December. 

For POD purpose new username and password has been shared which can be used by Supervisors/Manages/TL’s/Mentors 

Username - CS_Reports_lmg 
Password - Fareye#123 

Less than AED 30 – Refund 

    * If item is a set and only 1 piece is broken, we will raise return request – no longer refund will be given. 

For eg. If item is more than 1 quantity and if 1 quantity is broken, we will need to inform customer refund will be given only for 1 quantity, if item is 16 piece, 20 piece packed item (in a set) and if only a plate or a bowl is broken or if 1 item is broken in that set, we will raise a return request for the same. 

    * we can offer refund if damage item cost is below AED 30 if only 1 quantity. 
    * If any mirror damaged item below AED 50, we will offer refund. (exception case for mirror item only) 

Pre-delivery HH Item - If change of address/ph # – plz ask customer to change the address on the app and raise child ticket 

Post-delivery HH Item – inform customer delivery is done as per the address on the system, ask to change the address on system for future orders, if cx complains that courier just kept the item outside, say we will speak to the courier and try to deliver the parcel the correct location, but it will be done as per next schedule date. 

    * LMG escalation Matrix – not followed – no emails are going to peter 

    * For ageing ticket need specific note with issue statement and required support/solution from UAE team, aging should not exceed more than 7 days for any escalation. 
    * Disposition to be updated daily as per the ticket situation/query of customer. 
    * Need to ask probing question and need to check all the history of complain to understand the issue better. 
    * Any ticket which is open or waiting for 3 rd party status needs to be action on daily basis if any escalation matrix must be followed. 

	

Anslem Misquitta 

Retail Operations - Customer Care 

T : 800 HOMEBOX (4663269) 

F : +971 4 5172380 

E : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina 

P.O.Box 282028, UAE. 

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