Swazzy Style Guide for Customer Communications

Swazzy Style Guide for Customer Communications

🎯 Purpose

To ensure all communication with customers is professional, consistent, and representative of Swazzy as a team, not individual technicians.
​

1. General Principles

  • Always respond as Swazzy, not as an individual. 
  • Keep language clear, simple, and reassuring. 
  • Avoid technical jargon unless the customer needs it and can understand it.
  • Always give confidence that Swazzy is in control of the issue.

2. Language Rules

âś… Do:

  • Use “We” / “Our team” / “Swazzy ” 
  • Keep messages professional, structured, and step-by-step 
  • Acknowledge the issue clearly and state next steps
  • Set expectations without locking yourself into exact times (unless confirmed)

❌ Don’t:

  • Mention specific technicians by name (“I’ve handed this to Benjamin”)
  • Overpromise timelines (“We’ll fix this within an hour”)
  • Use overly casual or vague wording (“We’ll look into it soon”)

3. Escalation Wording

When escalating, always keep it general:
  • âś… “The case has been escalated to our security team for further review.”
  • âś… “We’ve engaged our remediation team to complete the next steps.”
  • âś… “Our team is coordinating with the vendor to address this issue.”
  • ❌ “I’ll pass this on to [technician name].”

4. Structure of a Good Response

A strong customer update should follow this format:
  1. Acknowledgement
    • Confirm you’ve received the issue.
    • Example: “We’ve received your report regarding [issue].”
  2. Containment / Immediate Action
    • Share what’s already been done to protect the environment.
    • Example: “The affected account has been restricted while our team investigates.”
  3. Investigation / Next Steps
    • Explain what the team is doing now.
    • Example: “We are reviewing sign-in logs and inbox rules to identify the source of compromise.”
  4. Expectation / Follow-Up
    • Reassure them about the next update.
    • Example: “We will provide another update once remediation is complete.”
  5. Professional Sign-Off
    • Always end with “Swazzy” or “Swazzy Support Team”.

5. Example Templates

Incident (e.g., compromised account)

Hi [Customer],
We’ve received your report regarding [issue]. To protect the environment, the affected account has been restricted while our team completes a full investigation and remediation.
At this stage:
  • We are reviewing system logs and traces to identify the source of compromise.
  • Evidence has been retained for security review.
  • Our team will provide another update once remediation is complete and the account is safe to restore.
Thank you,
Swazzy

General Ticket Update

Hi [Customer],
Our team is currently investigating your request regarding [issue]. We’ll provide an update as soon as the next steps are ready.
Thank you,
Swazzy

Closing a Case

Hi [Customer],
This case has now been resolved. [Briefly state resolution]. Please monitor and let us know if you notice any further issues.
Thank you,
Swazzy

⚡ Reminder for Technicians:
Think of every message as representing the entire Swazzy brand. Professionalism and clarity build trust with our customers.

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