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Customer Support: Why Tone Is So Important
The tone of voice may be the single most important factor in support performance. The tone you take with a customer will go a long way towards determining the quality of their support experience.
No matter how helpful you are, if you communicate with impatience, condescension, or disinterest, then their experience will be negative.
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The PREACH Framework For Customer Support Tone
- Proud: Make bold decisions about which features to build.
- Responsible: If a bad feature or bug ships and a customer is disappointed or frustrated, it’s on you, as a company.
- Empathetic: Acknowledge, and aim to truly underst...
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Conversational Support
Conversational support is the modern way to resolve customer questions through a digital-first, messaging-based interaction. This means that customers and agents can be connected in real-time or asynchronously, and customers can stop and restart the conversation when it’s conveni...
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Good Customer Discovery Questions
Customer Discovery questions are open-ended & nonspecific. You are letting the customer lead the conversation & tell you about their struggle. Example questions:
- Tell me how you currently do _____________________.
- How is that proc...
Vocal Tone
First and foremost - DON'T BE MONOTONOUS. The audience will sleep, try to keep interacting with them with your vocal tone.
There are 3 kinds of people
- Visual: who prefers to jumping around on the stage and with high vocal tones - like most motiva...
Create a customer service quality rubric
A rubric is a list of criteria that you can measure a customer service answer against.
A rubric might include these areas:
- Voice, tone, and brand: Does the answer feel like it comes from our company?
- Knowledge and ac...
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