Subject: [Training Update] - CIAN Exercise II
From: Jana Garbe <[email-masked]>
To: Urvika Chaudhary <[email-masked]>, Kritika Mirchandani <[email-masked]>
Cc: David Lee <[email-masked]>
Date: Thu, 7 Feb 2019 10:01:56 +0000

Hi Urvika,

I have now adjusted the CIAN Exercise II Scenario. Before, we used a RAG case where the agent (before we recently changed the process) was asked to follow up once asked for proof. As per the new RAG process, if you ask for proof you can wrap up.

To make it clear for the agents that in general, if you ask for proof / documentation / more information from the buyer, you need to follow up - I have now changed the case history for Exercise II to a Wrong tickets case.

Kind regards,

Jana Garbe
Training & Quality
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