Cases

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 US LET'S HAVE A LOOK AT HOW WE DO THAT

rAISING A CASE

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

tips

CLICK EACH PIN FOR SOME TIPS!

ARE THERE ANY OPEN CASES THAT NEED NOTING FOLLWING THIS CALL

CAN YOU GIVE THE CUSTOMER AN UPDATE ON ANY OPEN CASES

IF THE CALLER IS A BROKER, INCLUDE THEIR BROKERAGE IN THE NOTES

QUERY

PHONE NUMBER

DATE

CALLER NAME

WHAT TO INCLUDE IN A CALL CASE

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

BE SURE TO INCLUDE ALL NECESSARY DETAILS AS THE CASE COULD BE RETURNED

REMEMBER, CUSTOMERS LIKE TO BE KEPT UPDATED SO ENSURE YOU ARE POSTPONING YOUR OWN CASE IF THIS IS REQUIRED

LOOK AT THE "WHERE TO RAISE" SHEET IF YOU ARE NOT SURE WHERE THE BEST PLACE IS FOR YOUR QUERY

RAISING CASES FOR OTHER DEPARTMENTS

THINGS TO REMEMBER

DOES THE QUERY REQUIRE A CASE?

DO YOU HAVE ALL INFO REQUIRED ON THE CASE?

DO YOU NEED PHOTOS?

ENSURE YOU ARE RAISING IN THE CORRECT QUEUE

GIVE THE CUSTOMER THE CASE REF

KEEP THE CASE OPEN

CLICK THE ASTERISK TO SEE THIS SCREEN IN A BIT MORE DETAIL...

NOTING OPEN CASES

BE SURE TO LEAVE CLEAR/CONCISE NOTES FOR THE NEXT AGENT TO PICK UP

YOU CAN ALSO CHANGE THE QUEUE IF REQUIRED

CLICK ON THE PAPERCLIP TO ADD PHOTOS/DOCUMENTS ETC

LEAVE CLEAR NOTES HERE

YOU CAN ALSO CHANGE THE QUEUE IF REQUIRED

CLICK ON THE PAPERCLIP TO ADD PHOTOS/DOCUMENTS ETC

LEAVE CLEAR NOTES HERE

CORRECT QUEUE?

MORE IS MORE IN THIS CASEPUN'S FULLY INTENDED...

ARE THERE ANY CASES ALREADY OPEN ON THE ACCOUNT THAT MAY HELP YOU HELP THE CUSTOMER WITH THEIR QUERY?

NO DUPLICATES

DO YOU NEED TO RAISE A CASE?CAN YOU RESOLVE IT WITHOUT RAISING ONE?

POSTPONEMENTS

remember remember

Upcoming birthdays

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Name Surname

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