Page 31 - Email Support Playbook

When to Use a Template

As our template library grows, it is expected you will use a scripted template at least once
per case. However, your judgment of the situation with the dealer is valued, thus you have
the freedom to determine at what point the template would be most useful.

To ensure formatting consistency, use a blank template for all free-form writing. Free-form
writing is when you do not use a scripted template.

Here are some suggestions of when to use a scripted template.

 First Response from CS
Whether you are clarifying a dealer‟s request or educating them on product offerings,
templates can be a good way to set a professional tone for the conversation.

 One Response Resolution

When a dealer emails with a clear request which you know will not normally require more than
one response from Hunter Douglas. Parts orders, standard orders, repairs, and customer
requested remakes all generally fall into this category.

Using a scripted template on the first response for these types of requests is beneficial
because it ensures pertinent information such as reference numbers and total charges per
order are included. It also indicates to the dealer that no further action is needed.

 Resolution of One of Many Requests

When a dealer emails with more than one request it can sometimes be difficult to identify
when each one has been resolved in the free-form writing format we are accustomed to.

If a dealer requests a parts order, RGA, and remake and you only need to ask questions
about the remake, you can use the parts order template to advise the dealer that part of the
request has been fulfilled. Doing so allows you to focus your attention on questions about the
remake. It also helps to clean up the email chain by clearly identifying where specific requests
were resolved.

Note

When a DSC emails 15 RGA requests, you would not
want to use a template for the completion of each RGA.