Page 34 - Email Support Playbook

Dissecting an Email

A dealer emails support with the outlined request. Below is an appropriate response
dissected.

“I need 2 replacement ultraglide mechs for duettes from 2001 or 2002. Side-mark is
“Customer”. This is the 3rd time we’ve replaced these and the customer is getting
annoyed.

-Dealer”

Greeting: Use a professional
salutation, such as “Hello” or
“Good Afternoon” and the
dealer‟s name.

Empathy Statement:
Expressions of empathy
build trust and remind the
dealer that we are in a
pRaerstnoelurstihoipn.: Address how
you intend to resolve the
issue. Your plan of action is
the most important piece of
information for the dealer.
Supporting Information:
Provide additional information
to support your previously
stated resolution.
Closing Call to Action: End
the message with when you can
expect to be in contact again. In
this example, the dealer
determines when the next
interaction will be. This could
also be where you advise when
you will have an answer for
their question if you are waiting
on another department to
complete the request.