Subject: Fwd: Gentle Reminder
From: Ashwinee Latchayya <[email-masked]>
To: Sumit Subramaniam <[email-masked]>
Date: Mon, 20 May 2019 23:37:45 -0700 (MST)

Morning Team, 

Monday morning reminder : 

    * Reading the case history is an essential part of understanding what is going on in a case. Please read the case history carefully before answering any querries. 

    * 
    * If you come across an ECC CIAN note with the following: - “ECC CASE – Please do not action: email me if customer replies. - Do not action the case. 

    * If there is a note from ' Case Resolution Team ' asking you not to wrap up & not to respond' - Please do NOT wrap up and do NOT respond. - Flag it to your POC. 

    * As you all know CIAN Note is also an essential part of understanding what is going on in a case. - 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. If agents are following up multiple times on a case they must update the CIAN note accordingly. 

    * When writing a CIAN note after 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. 

Last but not least, when sending emails to TL : 

    * Please remember that the correct subject line for emails is the below format. 

TID - Broker - Event name - Date - Issue 
17634656 – Broker BR - Andrea Bocelli – 01/10/2018 – Wrong Tickets 

Have a productive day :) 
Ash