Improving Tone. Improving Customer Experience. By Amy Skelley and Cendie Stanford Customer service is like good music, you know it when you hear it.   It can be frustrating, as a customer, to spend your precious time calling a company for assistance and then hearing the monotone, robotic voice of a customer service representative that doesn’t appear to be happy taking the call. You immediately cringe and wonder if this person will go above and beyond to help resolve your problem.