What’s the Best “Tone of Voice” for Email Customer Support?

by Chris Irby
When you’re dealing with an unhappy customer, it’s not just what you say, but how you say it. This is especially true with channels like email and social media, where you can’t use vocal inflection, facial expression and body language to provide context for your message. You have to rely on word choice and punctuation alone to set the tone.Read the full article