• 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.

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, condescens...