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 understand how your customers feel and handle each conversation accordingly.
- Articulate: Gracefully augmenting your conversations with personal language, emojis and GIFs is encouraged, but typos, bad punctuation or poor phrasing make you look less professional.
- Concise: No matter how much fun you can have with your customers, never forget they contacted you for a reason.
- Human: Really connect with your customers, and if you wouldn’t say the words in a “normal” spoken interaction, don’t say them during a customer interaction.
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