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Tone of voice. Mom or dad probably told you to watch yours once or twice, but what is it really? At its most basic level, tone of voice is the way we speak in a given social context. The variations in pitch, syntax, vocabulary and grammar. In customer support, especially digital customer support where social context and linguistic nuance often get lost in a sea of text, there are a few key things to keep in mind. The person youre talking to, the channel youre using, the topic of conversation. There are a lot of theories for successful interaction with customers. Here are some basic dos and donts. Do use softening words, also known as hedges, to show deference in trickier situations, especially when youre giving instructions or gently pushing back on a customers issue. Of course, a conversation is a living, breathing thing. If your customer seems to be craving more direct answers, you might not want to really solely on hedges like we are. Do punctuate with positive adjectives and
