Subject: [CRITICAL] - Rules for Good CS
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Sinead Bartley <[email-masked]>, Stephen Blake <[email-masked]>
Date: Mon, 20 Aug 2018 12:59:34 +0000

CRITICAL

DATE

20/08/2018

TOPIC

Rules for Good CS

DETAILS

Most important things to get right are:

1.              Do not send the same email to customers multiple times

2.              Agents must take some action if they need to follow up, speak to         FS, flag to your TL

3.              Agents must chase updates from TLs if they do not get a response         within 48 hours or if they need a response urgently

4.              Agents cannot keep following up for no reason

5.              Agents may wrap up on cases if customers do not respond to         multiple contact attempts 2 emails, 1-2 calls over the course of a         week

6.              Agents must read the case history fully and read and respect all         CIAN notes

7.              Agents must write clear CIAN notes that look like they were written         by a human and not a machine

8.              Email subject lines must be correct

9.              Agents must be actually sending emails that help the customer         and advance the case, helping the customer is more important         than your email targets

10.     Agents cannot take action on a case unless they are 100% sure         that it is the correct action - check with your TL if you have any         doubts, it's better to ask than to make a mistake

11.     Ensure that you are speaking to the account holder and always         bear in mind your GDPR training

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