Striking the right tone

How you speak to customers on Hero defines their experience

✅Tone of voice

Team members should speak to customers in exactly the same professional, polite way that they do those in-store. Conversations should start in a formal tone, and if customers take a more relaxed tone, team members should follow their lead.

✅ Spelling and grammar

It is important that the Virtual Shopping experience remains professional and polite throughout. A key part of this is ensuring that the correct grammar and spelling is used throughout the conversation.