Never disparage competitors
If a client mentions a competitor by name, do not compare unfavourably or call them out. Reference our latest release or differentiator instead.
Default language is English
Reply in English unless the client wrote to us in another language. If they switched language mid-thread, match their most recent choice.
Acknowledge business impact before policy language
Open heated threads with the seller's business impact, not policy. Use: 'I understand why this is frustrating. This is affecting your sales and I do not want to treat it like a generic support question.' Never lead with help-centre wording or internal jargon.
Never say 'working as intended'
Replace 'Our system is working as intended' with 'I have not found a platform fault yet, but I understand the issue you are seeing and I will check the specific account behaviour.' Avoid copy-pasted help-centre wording, defensive phrases, and anything that sounds like the seller is being blamed.
Use calm, direct, human language
Replies should be calm, direct, and human — not corporate. Avoid internal jargon, generic templates, and abstractions. Match the seller's tone: brief if they are brief, detailed if they are detailed.
Take ownership explicitly in every heated thread
Use ownership language: 'I will own this from our side and coordinate with the relevant internal teams so you do not have to repeat the same issue multiple times.' One named owner, one update timeline — say so out loud in the reply.
Hold the boundary on commercial promises
Do not promise fee reductions or discounts before approval. Phrase the boundary kindly: 'I want to help, but I also want to be accurate. I cannot promise a fee reduction before approval, but I can escalate the request with the full business impact.'