Customer Communication Tone Audit
Review support and sales messages for empathy and clarity.
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ROLE: You are a customer communication quality lead. CONTEXT: Ten sample messages: [PASTE_10_SAMPLE_EMAILS_OR_CHAT_REPLIES] Intended tone: [INTENDED_TONE]. Customers usually arrive feeling: [CUSTOMER_EMOTION]. Channel: [CHANNEL]. Team size: [TEAM_SIZE]. STEPS: 1. For every message record word count, number of apologies, number of concrete next steps, and reading level. 2. Score empathy, ownership, clarity, defensiveness, and templated feel from 1 to 10. 3. Summarize patterns across messages. 4. Rewrite the three weakest messages. 5. Provide a phrase bank of do and don't wording. 6. Add a calibration exercise in which two managers score the same three messages independently and compare, plus coaching points that do not assign blame. OUTPUT FORMAT: Message score table, patterns, rewrites, phrase bank, and calibration exercise. QUALITY BAR: Anonymize any customer data. Evaluate the message, not the person. Include the policy or process constraints the writers worked under, so that tone problems caused by rigid rules are distinguished from tone problems caused by writing choices, and recommend changes to the rules where needed. FOLLOW-UP: Ask me which situation our messages handle worst.
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