Page 32 - Email Support Playbook

 No Response 24, 48, & 72 Hour Check Ins

When a dealer does not respond to your response, the expectation is that you will reach out
again in 24, 48, and 72 hours. This is required and will impact your case audit scores if you
overlook this step. To reduce clicks, a template can be used. The general case closure
template is suitable but finding a template that more closely relates to the dealer‟s original
request is preferred.

 Case Closure/Final Interaction

Using a template to summarize an interaction, and identify that the issue has been resolved,
is a way to provide both CS and the dealer with a clear end to the discussion.

Style Tips for Effective Professional Communication

Clarity

 Write positively. Offer what we CAN do for the dealer, do not open with “We cannot…”.
Always explain why what we can do is a better course of action for all parties.

 Use proper grammar, syntax, & case as it makes your email easier to read.
 Use proper capitalization for any Hunter Douglas branded products & systems

(Example: UltraGlide)
 Eliminate unnecessary words.
 Explain all technical terms. This is especially important if you have not worked with this

dealer before because you do not know their level of technical expertise.
 Use abbreviations sparingly. It is difficult to know if the dealer will understand the

abbreviation and they may be too embarrassed to ask what it means.
 Proofread. Most email communications are relatively short, glancing at your email

before sending it will save you from costly mistakes.

Tone

 Be assertive but empathetic.
 Do not be too short. Answer every email thoughtfully.
 Use abbreviations sparingly, they can give a hurried or disengaged appearance.
 Whole words are preferred over special characters because they leave less to

interpretation. One person may look at an exclamation mark ( ! ) and think happiness
while another interprets it as yelling. This includes ellipsis ( ... ) which can be used as a
pause but can also be negatively interpreted as a placeholder for the word “duh”.