Page 33 - Email Support Playbook

Organization

 Break up lists with numbered bullet points. This helps the dealer organize their

response and more clearly understand their options.

 Be liberal with line breaks. Line breaks help to break up paragraphs into small

manageable pieces of text. A limit of three sentences per email paragraph should be

sufficient in most cases.

 Use images whenever possible. This is especially important considering the level of

detail we often need to describe our products. This is especially helpful with parts.

 Use written resources whenever possible. i.e. component guides, explained brochures.

 Inverted Pyramid Method:

This writing method prioritizes

important information first to Most important
ensure it is received by the

reader.

It also helps the reader decide if Least important
the email requires immediate
attention or should be
addressed at a later time.

Judgment

 Know how to interpret the dealer's tone and respond with an appropriate level of
empathy.

 Know when to escalate.
 Know when the conversation needs to be completed by phone.

1. If the dealer expresses urgency and you are not able to resolve with the
current information.

2. If you need to explain a highly technical concept or ask technical
questions.

3. If you or the dealer have to repeat questions or statements. This indicates
there is a gap in understanding.

4. If you or the dealer are confused and are seeking clarity.

.

IMPORTANT!

Inbound and outbound calls are counted as interactions for the support team. When
requesting to call a dealer, always advise when you intend to call and what phone
number you have for them. Relate the call to your case and send a follow up email

after the call to re-iterate the content of the call.

DO NOT request a phone CSR place a call on your behalf.