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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 a free-form writing format.

If a dealer requests several quotes and orders, and you only need to ask questions about one
quote, you can use a 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 quote. It also helps to
clean up the email chain by clearly identifying where specific requests were resolved.

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.