Subject: RE: MOM - 15th December, 2022
From: Anslem Misquitta <[email-masked]>
To: Saurabh Dadu <[email-masked]>, malek.hosan <[email-masked]>
Cc: samer aburamadan <[email-masked]>, Sanaa.Hammad <[email-masked]>, amir.aziz <[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 Dadu <[email-masked]>
Date: Fri, 16 Dec 2022 11:19:32 +0000

Hi Saurabh,

As mentioned in MOM this is for LMG related and all the other cases where escalation matrix is used, including open and waiting for 3rd party cases. (were escalation matrix is used)
As we had come to know only open cases were actioned on daily basis and waiting on 3rd party was not action daily even if a reminder was required as per the discussion regarding LMG Escalation Matrix.

[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: Saurabh Dadu <[email-masked]>
Sent: Friday, December 16, 2022 3:14 PM
To: malek.hosan <[email-masked]>; Anslem Misquitta <[email-masked]>
Cc: samer aburamadan <[email-masked]>; Sanaa.Hammad <[email-masked]>; amir.aziz <[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 Dadu <[email-masked]>
Subject: Re: MOM - 15th December, 2022

CAUTION: External email sender. Use care when clicking on links or opening attachments!
Dear Ansalem,

I've been advised by Mr. Amir in our team that instructions from you for Delivery related issue is to not follow the escalation matrix, and send reminder to conloc every 24 hours?

Please see the attached screenshot and kindly clarify your instructions to us one more time.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Malek Al. Hosan <[email-masked]<mailto:[email-masked]>>
Sent: 16 December 2022 4:37 PM
To: Anslem Misquitta <[email-masked]<mailto:[email-masked]>>
Cc: Samer Aburamadan <[email-masked]<mailto:[email-masked]>>; Sanaa.Hammad <[email-masked]<mailto:[email-masked]>>; AMIR <[email-masked]<mailto:[email-masked]>>; syed ataullah <[email-masked]<mailto:[email-masked]>>; Nada Hattar <[email-masked]<mailto:[email-masked]>>; Taima Zeid <[email-masked]<mailto:[email-masked]>>; HomeBox Customercare UAE <[email-masked]<mailto:[email-masked]>>; Ahmed Zoher <[email-masked]<mailto:[email-masked]>>; Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>; Sabry Yousef <[email-masked]<mailto:[email-masked]>>; Raja Ramachandran <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Re: MOM - 15th December, 2022

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]<mailto:[email-masked]>>
To: "Samer Aburamadan" <[email-masked]<mailto:[email-masked]>>, "Sanaa.Hammad" <[email-masked]<mailto:[email-masked]>>, "Malek" <[email-masked]<mailto:[email-masked]>>, "AMIR" <[email-masked]<mailto:[email-masked]>>, "syed ataullah" <[email-masked]<mailto:[email-masked]>>, "Nada Hattar" <[email-masked]<mailto:[email-masked]>>, "Taima Zeid" <[email-masked]<mailto:[email-masked]>>
Cc: "HomeBox Customercare UAE" <[email-masked]<mailto:[email-masked]>>, "Ahmed Zoher" <[email-masked]<mailto:[email-masked]>>, "murtaza kutiyanawala" <[email-masked]<mailto:[email-masked]>>, "Sabry Yousef" <[email-masked]<mailto:[email-masked]>>, "Raja Ramachandran" <[email-masked]<mailto:[email-masked]>>, "Deeksha" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[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 15th 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 3rd party status needs to be action on daily basis if any escalation matrix must be followed.

[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>

This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com<http://www.landmarkgroup.com>
This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com