🎙️ Episode 7: Tone Matters in Support

Hi there,

Keeping your support team sounding human, helpful, and on-brand as you grow isn’t easy. But today’s guest has the playbook to do just that. Priscilla Brooke, Head of Podcaster Success at Buzzsprout, built a Tone Document that ensures every interaction is consistent, clear, and customer-friendly.

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📑 Download the playbook, workbook, and template here

The Problem:

As a support team grows, tone drift can lead to inconsistent responses, robotic-sounding interactions, and a lack of trust in customer communications. Without a structured approach, it becomes harder to scale great support while keeping every message on-brand and engaging.

The Solution:

Priscilla tackled this challenge head-on by developing a Tone Document—a clear, structured guide that ensures every team member communicates with the same clarity, warmth, and consistency. Here’s how she did it:

1️⃣ Analyze Company Values: Before setting communication guidelines, Buzzsprout identified what they stand for and how those values should shape customer interactions.

2️⃣ Define Support Pillars: Priscilla asked: How should customers feel after talking to support? This led to key tone goals that define the personality of Buzzsprout’s customer interactions.

3️⃣ Write a Tone Document: A detailed but focused guide that explains how the team communicates, including key characteristics, examples, and strategies to ensure consistent messaging.

4️⃣ Train, Reinforce, and Measure: Buzzsprout made the Tone Document a living resource by integrating it into training, peer reviews, and QA processes, ensuring long-term consistency.

The Impact:

By implementing a structured tone framework, Buzzsprout ensured every customer receives a seamless, on-brand experience—building trust, efficiency, and team alignment. Support specialists are now more confident in their communication, and customers know exactly what to expect every time they reach out.

Want to apply this to your own team? Start by defining your core values, setting clear tone goals, and making tone a habit in every customer interaction.

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See you next time,

Cheers,
Jen Weaver
Host of Live Chat with Jen Weaver

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