Page 35 - Email Support Playbook
P. 35
Highest
Importance:
Respect &
Results
Medium
Importance:
Why
Lowest
Importance:
When
Think As If You Are a Dealer
Respect & Results: Empathizing with the dealer is a way of showing respect. It
validates their emotions and diffuses the situation. Remember, these orders directly impact
their livelihood and our actions must support that level of seriousness.
Discussing a resolution is of the highest importance and is the fundamental reason the dealer
contacted support.
Why: With as much information as we gather about the dealers, they are also
gathering a considerable amount about us. „Why‟ is of medium importance because it helps
our dealer better plan how to work with us or one of our products.
When: Although „When‟ we will be in touch with the dealer is very important, it is not
as immediately impactful as the other categories.
