Tone Guide Resources
Most of our tone guide is built on the really great work of some other very smart people. There are tons of great resources available to learn about managing your tone and customer service interactions better, so here are some favorites:
Top Resources
If you're going to pick a few resources to start with, these are my favorites:
- Buffer's Tone Guide
- MailChimp's Voice vs Tone
- Help Scout's tips on creating a support lexicon
Other Great Articles
There's tons of wisdom buried in these, too:
- The Power of Every Word (Buffer)
- The Email Support Style Guide You Didn't Know You Needed (Help Scout)
- 6 Customer Service Mistakes that Annoy Customers Most (Groove)
- Handling the Curveballs of Customer Support (Help Scout) - GREAT for handling angry people
- You Screwed Up, and You Have an Angry Customer. Now What? (Groove)
- How to Talk to Your Angriest Customers (Help Scout)
- 10 Tips for Sending Better Customer Service Emails (Groove)
- How to Handle 8 Challenging Customer Service Scenarios (Help Scout)
- How To Make Your Customer Service More Personal (Groove)
- Phrases to Improve Every Support Interaction (Help Scout)
- 15 Traits of Top-Tier Support Departments (Help Scout)
- How to Fire a Bad Customer (Groove)
- 8 Phrases to Avoid Saying to Your Customers (Zapier / Help Scout)