Subject: FW: [REMINDER] - CIAN Notes
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Sinead Bartley <[email-masked]>
Date: Tue, 24 Jul 2018 10:25:29 +0000

REMINDER

DATE

17/5/2018

TOPIC

CIAN Notes

DETAILS

CIAN Notes are an essential part of understanding what is going on in a case.

We need agents to clearly explain what the customer's issue is, what has happened so far, what the agent has investigated, what they have done and what needs to happen next in every CIAN note.

CIAN notes should be typed by the agents, each line in the note should be relevant to the case. Agents should not be copying and pasting lines of text into every CIAN note if the case is complex.

If you are sending a standard blurb to a buyer a simple CIAN note will work.

If agents are following up multiple times on a case they must update the CIAN note accordingly.

When you are escalating a case to your TL you must name them in the CIAN note. You must mention if the case has been flagged to us and you are awaiting an update. You also must mention if a case has been sent to another department to investigate.

Here is an example of CIAN notes for when a buyer wants to update their delivery address but the order is Pending User Entered Tracking:

Seller Support have responded to the email and they have updated the address:

When you are writing a CIAN note after doing a phone call it's important to briefly summarise what was said on the call, this is the only way other agents can know what you discussed on the phone