November 6, 2019

Minutes of the Meeting 5:00 P.M.

Puzzlebox BPO Inc.

Meeting called by: Jay-Are Llagas Type of meeting: Team Alignment

Facilitator: Note taker: Jay Cesar Gubalane

Timekeeper: N/A
Darwin de Jesus, Cameron Castillo, Kathleen Reyes Hermoso, April Larena, Rumuel Repuno,
Attendees: Jose Maniling and Junelle Amante

Minutes

Agenda item: Alignment Presenter:

Discussion:

Jollibee
• The most requested products from fans are Tuna Pie, Sundae Mix-Ins and Choco Mallow Pie.
• The most notable inquiries/concerns received on the page are Jollibee UAAP Dolls, Kids Party, Jollibee
Kids Day and Deliveries.
• The complaints received on the page are about delivery hotline, no GC received on late deliveries, small
size of chicken, unavailability of Buko Pie, and standard product servings.
• Reorganize processing of complaints: disregard minor complaints with unresponsive complainants, the
same with major complaints after a second follow-up.
• Request client for the FAQ’s of the coming Jollibee & Hetty Funko 2-Pack event and its stock per
branch.
• Include on monthly report some ideas and recommendations to improve the page such as online
deliveries, incomplete deliveries, rude crew and contact center agent behaviors, and processing of other
countries’ complaints.
• Finalize the monthly report for October – include recommendations to improve the quality on the page

Zonrox
• Most of the engagements on the page were regarding promo Zonrox Plus Banyo Makeover promo
inquiries, area distributors for Marikina and Baguio, sodium hypochlorite content, and disinfecting Ukay-
ukay clothes.
• Escalated area distributor requests and disinfecting capability of Zonrox ColorSafe inquiry were
answered immediately by the client.

Lewis & Pearl

• Most engagements on the page were with regards to proposals, and price inquiries.
• Escalated inquiries regarding promo/contest winners prize inquiry, Summer variant requests, product
scent short period concern, and purchase location inquiry.
• There are currently no pending complaints as all previous concerns has already been resolved.
Del
• Activities were mostly coming from page’s promo post entry submission.
• There are still pending concerns on the Escalation Tracker, most are about empty sachet
complaints and suggestions to reformulate the new Del Gentle Protect.

Yellow Cab
• Page most notable inquiries were about open stores during the holidays, credit card use for installments,
availability of 2 Pizzas for P499, about the Potluck Holidays promo, and Boracay promo inquiries.
• Received feedback suggestions from fans to bring back Yellow Cab’s Wedges.

Kotex
• The page received less activity this week; the few received are about marketing inquiries.
• Latest dark posts are promotional advertisement for online store on Lazada.

Huggies
• Complaints received this week include a concern from a user that bought a pack that contained the
wrong size of diapers.
• Monitor sudden increase of activity from dark posts about the 11.11 Lazada Sale.

Jolly Eats
• The page received a lot of engagement from Mush-Chicken Pastel and Mush-Pork Giniling post; some
of the fans were asking and tagging their friends recommending the recipes.
• Team is waiting for the updates and approval of recommended responses on the thirteen (13) escalated
inquiries including new ones.
• Two winners of Jolly Eats Selfie contest followed up on their prizes, the team included it to our
escalation tracker and in our daily eod report highlights.

Goldilocks
• Most inquiries received were regarding store opening hours, custom cake requests, price inquiries, 100
pesos off coupon promo and 11.11 Shopfest promo.
• Team still has instructions to collate and leave unread the queries regarding Halal Certification; confirm
client about these kinds of queries first.
• Goldilocks has new and active promos; 100 OFF coupon, 11.11 Shopfest and 5+1 Ensaymada.
• Escalated through Viber a trending video sent by fan where a costumer harmed our employee and 11.11
Shopfest promo codes promo.

Cordlife
• Most activity for the week is from potential leads.
• Received a few generated leads.
• Escalated a few inquiries, one of which is noted by client.
 Other Information

Special notes:
• Goldilocks: For custom cake or cake inquiries for birthdays, debuts, wedding etc. label it as Nov. – Occasion
Cakes, keep unread Halal inquiries verify to client first and monitor 11.11 Shopfest promo codes complaints.
• Jollibee: Follow-up Maila (Client) for us to finalize our Monthly Report for the month of October.
• Expect inquiries on the brands about the November 11 Sale from Lazada and Shoppee.

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