Subject: Gentle Reminder
From: Ashwinee Latchayya <[email-masked]>
To: tasuku yamamoto <[email-masked]>, Miriam Rosario <[email-masked]>, Rosette Modiri <[email-masked]>, Valentina Bonente <[email-masked]>, Lucas Araujo <[email-masked]>, Ashwani Panicker <[email-masked]>, Vipin Rawat <[email-masked]>, Renu Singh <[email-masked]>, Kasende Kibambe Daniels <[email-masked]>, Jenny Ortega <[email-masked]>, Amit Kumar Thakur <[email-masked]>, Guilherme Swamipersad Costa Autar <[email-masked]>, Sankarshan Rajan <[email-masked]>, Natalia Cabrera Castilla <
Cc: Viraat <[email-masked]>
Date: Thu, 16 Aug 2018 11:20:13 +0530 (IST)

Morning Team, 

Gentle reminder : 

    * As you all know CIAN Notes are 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 you are writing a CIAN note after doing 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. 

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

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