Subject: [CRITICAL] - 'We are investigating...' and Emailing when following up
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Stephen Blake <[email-masked]>, Sinead Bartley <[email-masked]>
Date: Wed, 8 Aug 2018 15:25:55 +0000

CRITICAL

DATE

08/08/2018

TOPIC

'We are investigating...' and Emailing when following up

DETAILS

It is not necessary to send emails to customers every time you set a follow up.

Do not send the same email to customers more than once. There is no need to repeatedly advise customers that 'we are investigating' or that 'we have passed on your complaint'.

Sending the same blurbs multiple times to customers is incredibly frustrating for them and it is also frustrating for any other agent to read the case history when this is done.

If you receive a case and you are unsure how to handle the case or you need to request some information from another department you must inform your TL, only then can you send an email to the customer advising that 'we are investigating'. You should receive an update from your TL within 24 hours, so set your follow up for 24 hours (or shorter if the case is very urgent). But do not set a follow up for every two hours, that is pointless because you may not have received an update within 2 hours.

Sending an 'investigating' blurb multiple times is not productive, helping the customer is more important than sending so many emails in a day, those emails are worthless if they just frustrate the customer. It's better to allow the customer to wait for an update rather than repeatedly informing them that 'we are investigating'.

This also applies to the 'holding email' this should not be used more than once on any case.

Also do not use the complaint blurb if the customer has not made a complaint.

This will be great for the team if we are all clear and on the same page with this! Any questions about this please ask your TL and they can contact me.

KB LINK