Subject: [IMPORTANT INFO] CIAN note/ “Floor support advice”
From: Valentina Cante <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Robert Cosgrove <[email-masked]>, Sinead Bartley <[email-masked]>, Jana Garbe <[email-masked]>, "Ricardo Fernandes" <[email-masked]>
Date: Wed, 21 Mar 2018 16:02:56 +0000

IMPORTANT INFO

DATE

21/03/2018

TOPIC

CIAN note/ “Floor support advice”

DETAILS

Please note that to each case handled ,you must leave a clear and complete note.

Please review how to fill a CIAN note:

 C:Customer:give the details about the customer and the reason for the contact

- Which customer (Buyer/ Seller)?

-How did he contact us (emailed/ called)?

-Why did he contact us (content of customers email/ issue/ query)?

I:Investigation: give the details of your investigation that are relevant in this case

-What did you check ?

- What did you deduct?

A:Action:explain what you have done to resolve the query

-What actions you have taken?

-What response was given?

N:Next:explain what will be the next steps

-Wrap up: None

-Follow-up: Why the follow up was set/what do you wait for from the customer / other department

If you need to check a case with the Floor Support ,you must inform the customer that we are investigating, and then set a follow up.

In your note, it is very important to specify the name of the Floor support you are checking with.

Once you have returned to the case, specify in the note which action you have been advised to take, once again, you must specify the name of the floor support who gave you the advice.

During the audits , if the floor supports name is not specified in the note , The Quality team will consider the action taken Agent's responsibility , also if "advised by FS" is included in the note.