To address a team member’s unprofessional tone with customers, I would first approach the situation with empathy and understanding. I would have a private conversation with the team member, focusing on the specific instances where their tone was inappropriate. I would give them the opportunity to explain their actions, and from there, provide constructive feedback on how to improve their communication style, emphasizing the importance of professionalism in customer interactions. I’d offer examples of how a more positive and respectful tone can lead to better customer outcomes, and I’d also provide any necessary training or resources on effective communication.

When addressing such issue, it's essential to do so with empathy and privacy. I recommend sharing specific examples illustrating how tone can significantly affect customer trust and our team's reputation. Offering to coach or engaging in role playing exercises can benefit their growth. It's crucial to let them know you intend to support them, not criticize them. By providing regular feedback and encouragement, we can help them develop a more professional and customer friendly communication over time.