Tone is the first thing customers notice and the last thing most teams tune.
Collect your best replies
Ask your senior agents for fifty replies they are proud of. These become the examples the agent learns from, more useful than any style guide.
Write the rules you never wrote down
Do you apologise once or twice? Do you use first names? Do you ever use emoji? Write it down; the agent will follow it exactly.
Review a sample every week
Read twenty random replies every Friday. Tone drifts slowly, and a weekly read catches it early.
