Briefing-3rd May'25

 Attendance:

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.  OOS Summary

Hi Team,

Dispatches start from today.

TSCSPU001_EASY - The Sleep Company Luxe Motorised Standard Recliner - Tan Leatherette

TSCSPU002_EASY - The Sleep Company Luxe Motorised RRR Recliner - Tan Leatherette

SENSAI002_EASY - Sensai Sleep Analyzer Pillow

Dispatches starts from 10th May 2025

ESAD005_EASY - Adjustable Desk by The Sleep Company – 1200 mm Black

ESAD006_EASY - Adjustable Desk by The Sleep Company – 1200 mm Wooden

ESAD007_EASY - Adjustable Desk by The Sleep Company – 1600 mm Black

ESAD008_EASY - Adjustable Desk by The Sleep Company – 1600 mm Wooden

Dispatches starts from 6th May 2025

TSC3045_EASY - Protector King 84" X 72" Charcoal Grey

TSC3044_EASY - Protector King 84" X 78" Charcoal Grey

Dispatches start from 21st May 2025

TSC9031_EASY - Smart Neck Massager Pillow

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.

Important update

During our audits we've come across the agents are confused and are unable to answer the customer's questions correctly when asked about the mattress topper. To clarify the same,

Please note the following details regarding our mattress toppers:

Both Firm and Soft variants of the topper will be of 1 Inch thickness.

The Firm topper is made using High Resilience Foam for better support.

The Soft topper uses Super Soft Foam to enhance plush comfort.

Both variants are covered with premium knitted cotton fabric.

Elastic straps are provided at all four corners to securely tuck the topper onto the mattress and prevent shifting during use.