Subject: MOM - 31st January 2023
From: Anslem Misquitta <[email-masked]>
To: samer aburamadan <[email-masked]>, Sanaa.Hammad <[email-masked]>, malek.hosan <[email-masked]>, amir.aziz <[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]>, "[email-masked]" <[email-masked]>, Sameer Sadiq <[email-masked]>, farah.badawi <[email-masked]>
Date: Tue, 31 Jan 2023 12:12:50 +0000

Hi Team,

Please find the Minutes of Meet dated 31st of January.

Fareye username and password issue solved permanently, please pass the below information to all the agents.
Username : cs_reports1_lmg
Password : Fareye@123

  *   Missing Item - Every customer that calls/chat/emails us complaining about missing item, we will ask the below fallback questions (please follow the attached email)

  *   Return Items - Every customer that calls/chat/emails us asking to return an item  (please follow the attached email)

  *   Refixing time is changed from 3-5 buss day to 5-7 buss days. (Repair from workshop only)

  *   When rejecting a complain and sending emails to customer please mention the T&C link in the email or put T&C screen shot for customer reference or put both.

Issues that team is highlighted.
1. Mattress Complain needs to be solved as soon as possible
2. T&C for MTO mattress has to be mentioned on Homebox website in T&C section. (this will be communicated only once it gets approved)
3. Need Salah and Huawei Access (LSM)
4. Google review looks fine
5. National Day Winner is following up

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>

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Subject: MOM - 20th December, 2022
From: Anslem Misquitta <[email-masked]>
To: samer aburamadan <[email-masked]>, Sanaa.Hammad <[email-masked]>, malek.hosan <[email-masked]>, amir.aziz <[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]>, "[email-masked]" <[email-masked]>, Sameer Sadiq <[email-masked]>, farah.badawi <[email-masked]>
Date: Tue, 20 Dec 2022 13:32:25 +0000

Hi Team,

Please find the Minutes of Meet dated 20th of December.

For Crystal, we can have a meet tomorrow to discuss this for better understanding.

LSM can start this from Tomorrow onwards for tracking purpose (date wise).

*       Missing Item - Every customer that calls/chat/emails us complaining about missing item, we will ask the below fallback questions

1.      Photos for the items received.

Answer -

2.      How many boxes received?

Answer -

3.      Did delivery happen for all the boxes at 1 time? (If only 1 box received, please ignore this question)

Answer -

*       Return Items - Every customer that calls/chat/emails us asking to return an item, we will follow the below instructions

Share photo of the return items on the same chat and raise return request do not let the customer raise the return request

***Mandatory email must be sent to customer on every return request raised by us***

Dear Valued Customer,

Thank you for shopping at www.homeboxstores.com<http://www.homeboxstores.com>.

We would like to inform you that a return request has been created for order No. () dated ***, and the request will be received by the courier partner, (Aramex), within 3 to 5 working days.

At the time of return/collection we request you to please take a picture of the return items and attach the same in this email.

In the event that the returns are not received by the courier partner within the specified time, please contact us again in order to serve you to the fullest.

Refund may require 7-15 additional business days once your item is collected and reached warehouse, refund will go to the original mode of payment.

Once again, sincere apologies and thank you for your patience.

Feel free to get in touch with us for further assistance.

Your Friends,

The Homebox Support Team

*** Mandatory email must be sent to customers who sends a response to the above email***

Dear Valued Customer,

Thank you for getting back to us.

Once the item received at the warehouse by the concerned team the refund may require 7-15 additional business days, refund will go to the original mode of payment.

We do our best to maintain the expected level of service.

If you have any other inquiries, you can contact us at 8004663269.

Your Friends,

The Homebox Support Team

When offered Voucher to customer (WWD items, store/online orders) and if customer calls/chat/emails to get refund

Please inform the customer voucher request is already in process so no refund can be processed. (De-escalate the refund issue)

If customer insisting on getting refund - arrange a call back from the same person (from CC Manager team who has raised the CRM for voucher), send email TO that person, and keep HB CS, Anslem, Ahmed Zoher, Sabry, and Murtaza in CC

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>

Subject: MOM - 15th December, 2022
From: Anslem Misquitta <[email-masked]>
To: samer aburamadan <[email-masked]>, Sanaa.Hammad <[email-masked]>, malek.hosan <[email-masked]>, amir.aziz <[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]>, "[email-masked]" <[email-masked]>
Date: Fri, 16 Dec 2022 10:57:28 +0000

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.

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>