@Eliza6826,
When we communicate with customers, we should do it with C-A-R-E: Consistent. Approachable. Respectful. Empathetic.
We should be consistent in our messages to customers, across events, across lines of business and across the company. We should be approachable and easy to understand. We should be respectful— polite, courteous and considerate. We should show empathy, considering how the customer might respond. We should speak and write in language our customers can understand.