Subject: Fw: Customer Care: Points of Discussion
From: Jessie Caparas <[email-masked]>
To: "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>
Date: Wed, 21 Aug 2019 09:54:44 +0000

Cascade to the team pls

________________________________
From: Mustehsan Siddiqui <[email-masked]>
Sent: Tuesday, August 20, 2019 9:36 PM
To: Escalations Dxbteam <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>
Subject: FW: Customer Care: Points of Discussion

Hi Team,

Please find the discussion details with MAX.

Blanket approval has been approved for an amount less than 100 AED/SAR. @Mohammad Shababe Quamar<mailto:[email-masked]> – Please cascade to both our vendors & also explain their team leads on decision making.

Regards,
Mustehsan

From: Prakash Iyangar <[email-masked]>
Date: Tuesday, August 20, 2019 at 12:08 PM
To: Ameay Kumar <[email-masked]>, Mustehsan Siddiqui <[email-masked]>
Cc: Bala Subramaniam <[email-masked]>
Subject: Customer Care: Points of Discussion

Hi Mustehsan

I am capturing our discussion yesterday for everyone’s benefit.

  1.  It was agreed that we will start outbound calling for customers that have given us a detractor rating. The calling should happen within 24 hours of customer’s feedback. Let’s aim to start this by the coming week.
The basic idea is to capture the following points:
     *   Details of customer’s grievance if remarks are not clear
     *   Acknowledge and apologize to customers for any poor experience
     *   Incase of genuine grievance, solve the issue on the spot with the issuance of unique customer vouchers (upto SAR 50 for next purchase on maxfashion.com)

  2.  The details of these calls needs to be shared with the business (weekly basis) covering the following aspects:
     *   Area of concern
     *   Details of concern
     *   Value of voucher issued (if any)
     *   Next steps taken for addressing customer issue

  3.  We agreed that going forward for the next month we will allow the call centre to address customer complaints immediately by issuance of a voucher if required based on the severity of the issue. If a voucher exceeds AED/ SAR 100 an approval can be requested from the concept team. On a weekly basis, please share the value of vouchers issued so that they can be tracked and managed.

  4.  An issue raised by you was concerning the lack of response from stores especially in KSA and the high TAT for the response. As agreed, we will set up a google spreadsheet with the phone number of 2 SPOCs for each store who are responsible for managing all customer queries (pertaining to Click and Collect). The Sheet will be managed by the KSA Team and any attrition / change of SPOC will be managed by them.

  5.  There were a couple of issues raised on refunds, which require a tech solution. Can we please list them out here so that we can take it with the tech team and push if required.

I will set up a monthly meeting between all of us to discuss the above and other areas on how we can improve the Customer experience.

Thanks
Prakash

-----Original Appointment-----
From: Prakash Iyangar
Sent: Wednesday, August 07, 2019 8:05 AM
To: Ameay Kumar; Mustehsan Siddiqui
Cc: Bala Subramaniam
Subject: NPS reaction
When: Monday, August 19, 2019 3:00 PM-3:30 PM (UTC+04:00) Abu Dhabi, Muscat.
Where: 16th Floor, E-commerce Breakout area

Hi Mustehsan

We would like to put a process in place where we get in touch with detractors on NPS. I am setting up sometime to discuss the process and how we can action this.

Thanks
Prakash
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