Briefing-2nd May'25

Created by Jitesh Hira, Modified on Sat, 3 May at 11:06 AM by Jitesh Hira

Audience covered-

Morning Shift		Afternoon Shift
Nikhil Vedpatha	Pune	Rushmi Parab	A
Falguni Jain	P	Aafreen Siddiqui	ATT
Vishal Jadhav	P	Rishab Pandey	P
Neha Singh	A	Rajesh Ahirwar	P
Jyoti Saha	A	Sandip Ghosh	ATT
Chandni Johri	P	Rahul Prithiani	P
Chandan Parihar	P	Suraj Vishwakarma	P
Sagar Londhe	P	Priyanka Singh	P
Shraddha Naik	P	Aqif Khan	P
Roshni Mandal	A	Gaurav Ankush	P
Sajjal Pandey	P
Pranali Shelke	P
Monil Desai	A
Kajal Singh	P
Tavadia Jigna	A

1. We have added a new bucket for cases where CRM accepts a replacement due to wrong size without supporting images or video. Agents should now tag such tickets under:

Department: Customer Dependency

Sub-RCA: Without Photo/Video

2. We need to ensure that below is followed wherever return/replacement request is received within 30 days

Actively pitching posture correction tips and product education
Offering toppers as a first-level resolution wherever relevant.

3. Adjustable Desk ETA now changed it will come in stock 8-10 May, Revised Dispatch date: 11th May

4. Recliner box is not available; it will be come stock on 2nd May

5. VOC Tagging & Email Responses

1. VOC Selection – Choose the Right Tags

We've seen multiple cases where the VOC (Voice of Customer) is being tagged incorrectly for ongoing cases.

Example: If a customer is asking for an update on their refund for a returned item, it should be tagged as: Refund Not Received > Return-Refund > Pending from A/c

Do not tag it as Return > Not Retained, as this misrepresents the nature of the case.

2. Handling Ongoing Cases – Keep Customers in the Loop

In many instances, we’re missing out on replying to customers who are following up. Always provide a tentative update or next steps.

Let the customer know that you are closing the current ticket to avoid confusion and will continue working on the original ticket.

Ensure that required actions are taken on the original ticket without fail.