Cases
SEBL L&D Team
Created on March 11, 2024
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Transcript
WE CAN RAISE A CASE BY cLICKING THE "NEW CASE" BUTTON AT THE TOP LEFT OF THE ACCOUNT click the arrow and we can show you
rAISING A CASE
ONCE YOU HAVE GONE THROUGH DPA, YOU WILL NEED TO CREATE A CASE FOR THE CALL AND DETAIL THE QUERY. THIS HELPS US IN KNOWING WHAT CONTACT THE CUSTOMER HAS HAD WITH USLET'S HAVE A LOOK AT HOW WE DO THAT
CLICK EACH PIN FOR SOME TIPS!
tips
THIS IS WHERE YOU CHOOSE BOTH THE QUEUE AND SUBJECT QUEUES YOU NEED YOUR QUERY TO BE SENT TO IF THIS IS A CALL CASE THIS WILL BE CS/GENERAL OR CAPE TOWN/GENERAL IF THIS IS A CASE FOR ANOTHER TEAM, REMEMBER TO PUT YOUR QUERY INTO THE CORRECT QUEUE AND GIVE AS MUCH DETAIL AS POSSIBLE
THIS IS YOUR SUBJECT TITLE - SHORT AND SWEET HERE, E.G., LOST COMMS (MPAN)
THIS IS WHERE YOU ARE GOING TO WRITE THE BULK OF YOUR QUERY REMEMBER TO GIVE DETAIL HERE IF THIS IS BEING RAISED FOR ANOTHER DEPARTMENT IF THIS IS A CALL CASE, ENSURE YOU ARE LEAVING THE CORRECT DETAILS
IF THIS IS A CALL CASE, YOU MAY WANT TO POSTPONE AND TAKE OWNERSHIP OF THE CASE IF YOU NEED TO KEEP THE CUSTOMER UPDATED...
ONLY RESOLVE/COMPLETE IF YOU DO NOT NEED TO DO ANYTHING FURTHER FOR THE CUSTOMER
THINK...COULD YOU PUT A POSTPONEMENT ON YOUR CASE AS A REMINDER TO CHECK THE ACCOUNT FOR UPDATES TO SEE THE QUERY THROUGH TO RESOLUTION AND KEEP THE CUSTOMER INFORMED
WHAT TO INCLUDE IN A CALL CASE
CALLER NAME
DATE
PHONE NUMBER
QUERY
IF THE CALLER IS A BROKER, INCLUDE THEIR BROKERAGE IN THE NOTES
CAN YOU GIVE THE CUSTOMER AN UPDATE ON ANY OPEN CASES
ARE THERE ANY OPEN CASES THAT NEED NOTING FOLLWING THIS CALL
KEEP THE CASE OPEN
GIVE THE CUSTOMER THE CASE REF
ENSURE YOU ARE RAISING IN THE CORRECT QUEUE
DO YOU NEED PHOTOS?
DO YOU HAVE ALL INFO REQUIRED ON THE CASE?
DOES THE QUERY REQUIRE A CASE?
THINGS TO REMEMBER
RAISING CASES FOR OTHER DEPARTMENTS
LOOK AT THE "WHERE TO RAISE" SHEET IF YOU ARE NOT SURE WHERE THE BEST PLACE IS FOR YOUR QUERY
REMEMBER, CUSTOMERS LIKE TO BE KEPT UPDATED SO ENSURE YOU ARE POSTPONING YOUR OWN CASE IF THIS IS REQUIRED
BE SURE TO INCLUDE ALL NECESSARY DETAILS AS THE CASE COULD BE RETURNED
BE SURE TO LEAVE CLEAR/CONCISE NOTES FOR THE NEXT AGENT TO PICK UP
NOTING OPEN CASES
CLICK THE ASTERISK TO SEE THIS SCREEN IN A BIT MORE DETAIL...
LEAVE CLEAR NOTES HERE
CLICK ON THE PAPERCLIP TO ADD PHOTOS/DOCUMENTS ETC
YOU CAN ALSO CHANGE THE QUEUE IF REQUIRED
LEAVE CLEAR NOTES HERE
CLICK ON THE PAPERCLIP TO ADD PHOTOS/DOCUMENTS ETC
YOU CAN ALSO CHANGE THE QUEUE IF REQUIRED
remember remember
POSTPONEMENTS
DO YOU NEED TO RAISE A CASE?CAN YOU RESOLVE IT WITHOUT RAISING ONE?
NO DUPLICATES
ARE THERE ANY CASES ALREADY OPEN ON THE ACCOUNT THAT MAY HELP YOU HELP THE CUSTOMER WITH THEIR QUERY?
MORE IS MORE IN THIS CASEPUN'S FULLY INTENDED...
CORRECT QUEUE?
Name Surname
Day-Month-Year
Name Surname
Day-Month-Year
Name Surname
Day-Month-Year
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