Developing and Implementing the Right “TONE”



An off-tone will make the whole piece flat just as in music. Consider both of these sentences;

“What else can I help you with?”

AND

“Anything else?” 

While both sentences mean the same thing, you’ll agree with me that they’ll generate different feelings.

You must define your standards as regards conversations. While this will help the team have a collective voice, each team member can still sound unique without looking like everyone is reading from the same script.

 In developing the right customer support tone, you’ll need to consider a lot of things.

 

  1. You’ll have to visualize tone as a spectrum stretching from a negative to a positive side.

 

  1. Always use POSITIVE LANGUAGE, and be wary of negative languages like can’t, didn’t, won’t, you need to, you have to, etc.

 

  1. It’s also nice to be brief but not necessarily brusque.

Regardless of how amazing your reply is — most customers are going to ignore a very lengthy word email. So make sure to keep both sentences and paragraphs short.

 

  1. Timeliness of response should also be a priority as should be the use of customers' names in greetings and conversations.

 

  1. You may also want to mirror their communication style while being careful with humor.

 

  1. You should also create a style guide documenting all the elements of your brand so your team can be consistent in working in line.

 

  1. You may also build a database of common replies to be used as templates on which your team can build.
  1. Be precise and help as much as you can. Avoid boring customer service clichés and simplify your conversations with foreigners.
  1. Talk to your customers like people, and not machines, and endeavor to always end encounters on a high note.

 

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