Customer Communication Style Guide

Description

## Customer Communication Style Guide

Create a support communication style guide for [COMPANY_NAME]:

**Brand Personality:** [BRAND_PERSONALITY]
**Target Audience:** [AUDIENCE]
**Channels:** [CHANNELS]

**Voice and Tone:**

### Brand Voice (consistent always)
- [TRAIT_1 — e.g., Helpful]: We guide, we don't lecture
- [TRAIT_2 — e.g., Human]: We sound like a real person, not a bot
- [TRAIT_3 — e.g., Confident]: We know our product and it shows
- [TRAIT_4 — e.g., Inclusive]: We welcome everyone equally

### Tone (adapts to situation)
| Situation | Tone | Example |
|---|---|---|
| Happy customer | Enthusiastic, celebratory | "That's awesome! We love hearing this!" |
| Frustrated customer | Calm, empathetic, solution-focused | "I completely understand. Let me fix this right away." |
| Confused customer | Patient, clear, encouraging | "Great question! Here's how it works..." |
| Angry customer | De-escalating, validating, action-oriented | "You're right to be upset. Here's what I'm doing now..." |

### Language Rules
**Do Use:**
- Contractions (we're, you'll, it's)
- Active voice ("We'll fix this" not "This will be fixed")
- Customer's name at least once
- Simple words over complex ones

**Don't Use:**
- Corporate jargon (leverage, synergy, optimize)
- Negative framing ("You failed to" → "Let's try")
- Blame language ("You should have")
- Uncertainty hedging ("I think maybe possibly")

**Channel-Specific Adaptations:**
- Chat: Shorter sentences, more emojis acceptable, quick replies
- Email: Slightly more formal, complete sentences, proper sign-off
- Phone: Conversational, active listening cues, verbal confirmation
- Social: Public-appropriate, concise, redirect to DM for details

Free to copy and use. Compatible with Claude 4 Opus, GPT-5.

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