Standard Outgoing Ticket Templates (Macros) Guide

Introduction

This guide provides detailed instructions on using the standard outgoing ticket templates, also known as macros, within Abbott Medical's customer service system. These macros are designed to streamline communications with customers and internal teams for common scenarios such as purchase order adjustments and proof of delivery requests. Using approved phrasing ensures professionalism, brand consistency, and clear messaging aligned with our commitment to compassionate and innovative cardiovascular healthcare.

Purpose of Standard Outgoing Ticket Templates

Standard ticket macros help agents respond quickly and accurately to frequent inquiries and requests. By leveraging these templates, you can reduce errors, improve clarity, and maintain a consistent experience across all customer and internal communications.

Available Templates and Their Use Cases

• Purchase Order Adjustment Request: Use this macro to professionally request clarification or adjustments from customers regarding their submitted purchase orders.
• Proof of Delivery (POD) and Invoice Documentation: Use this template to provide customers or field sales representatives with delivery notes and invoice copies upon request.
• Missing Documentation Follow-up: Designed for prompting customers or Field Sales Reps (FSR) to provide any required documents that are outstanding.
• Order Confirmation and Status Update: Communicate order receipt and provide updates efficiently using this macro to reassure customers.
• Refund or Credit Note Acknowledgement: Use this macro to confirm receipt of refund or credit note requests and explain next steps.

How to Use and Customize Macros

1. Access macros within your Zendesk ticket interface under the macros menu. 2. Select the appropriate template matching the customer's inquiry or your communication need. 3. Customize only the designated placeholders within square brackets, such as [Customer Name], [Order Number], or [Date], ensuring all fixed phrasing remains unchanged. 4. Review the message for accuracy and compliance with Abbott Medical's professional tone before sending.

Guidelines and Best Practices

• Always use macros to ensure consistency in communication and brand voice aligned with Abbott Medical’s values of innovation and compassion.
• Do not alter any standard phrasing except for filling in personalized details in the prescribed placeholders.
• Regularly check for updated macros as improvements might be made to templates; refer to [Internal Communication Channel].
• If no suitable macro exists for a new or exceptional case, consult your team lead or supervisor before drafting custom messages.

Training and Support

New team members will receive dedicated training on macro usage during onboarding. For ongoing support, contact the internal knowledge base administrators or your supervisor for assistance in utilizing macros correctly.

Conclusion

Utilizing the standard outgoing ticket templates helps ensure efficient, accurate, and consistent customer service communications. By following this guide, Abbott Medical agents can enhance customer experience and uphold the company’s professional and compassionate brand image.