Subject: Gentle morning reminder
From: Ashwinee Latchayya <[email-masked]>
To: Sumit Subramaniam <[email-masked]>, Deepanshu Kapoor <[email-masked]>
Date: Mon, 27 May 2019 21:14:31 -0700 (MST)

Gentle 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 queries. 

    * 
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. Flag it to me and I'll forward it to the relevant team. 

    * 
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. - Follow up without responding and flag it to me. 

    * 
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. 

Email format :- 
When sending emails to TL : 

    * Please remember that the correct subject line for emails (expect when contacting EDM) is the below format. 

TID - Broker - Event name - Date - Issue 
17634656 – Broker BR - Andrea Bocelli – 01/10/2018 – Wrong Tickets 
Avoid using - Power Seller Broker Pay after event. Broker (GEO) will be perfect. That is - Broker: DE / Broker: CH / Broker: IT and so on. 

When sending emails which need to be sent to EDM team : 

Subject line :- Event ID – Event Name – Event Date – Event Time – City / GEO 
Example :- 3602419 - Drake - 04 May 2019 - 22:00 - USA 

Last but not least, please keep your OLS open so that you can refer to them when needed and read the Comms as soon as we have an update. 

Have a productive day 
Ash