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In an effort to provide better direction to our trademen for emergency work orders, we are considering developing a question template for the customer service center staff to ask when emergency calls come in. For example, is water pouring out of a pipe, or is there a drip of water every few minutes? We would then add the info to the work order so that the tradesmen or their supervisors have a good understanding of the real urgency of the problem. Does anyone have a template that they care to share?