Subject: [IMPORTANT INFO] - ECC and Tier 3 Agents Notes
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Maiwenn Gouthe <[email-masked]>, Stephen Blake <[email-masked]>, David Lee <[email-masked]>, Sinead Bartley <[email-masked]>
Date: Fri, 17 Aug 2018 15:32:22 +0000

IMPORTANT INFO

DATE

17/08/2018

TOPIC

ECC and Tier 3 Agents' Notes

DETAILS

We have introduced Tier 3 to Limerick, they are the most experienced customer facing agents we have. They handle any cases with more than 9 contacts. Cases that have been going on for a long time, cases that require a lot of investigation and sometimes involve special circumstances.

When a Tier 3 agent is working on a case they will leave a detailed CIAN note. On this CIAN note they will advise to contact them if the buyer responds because they have put in a lot of time and effort to assist the customer thus far.

This is the same process that has been in place for notes from ECC agents. Sometimes ECC agents will also ask you to inform them instead of replying to the buyer.

If a Tier 3 agent has spent time and worked hard on a case it is detrimental to reply to their case against their wishes so please make sure that you are taking the time to read all the CIAN notes on every case to ensure that buyers are not sent irrelevant or frustrating blurbs and the hard work of other agents is not undone.

If you see a note where the agent advised to contact them if the buyer replies please flag it to your TL.

Any questions let me know.

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