Customer Service Training TIps

Is your Voice hurting your Career?

Here’s a bizarre tidbit that I’ve noticed when clients have brought me in to enhance customer service in their call centres… I can usually tell within 10 seconds of monitoring a call whether the employee’s interaction with the customer will be positive or negative. It isn’t the nature of the call; it’s the tone of the employee. Those who earn the customer’s trust the fastest are employees who enunciate more clearly and speak with a slightly lower pitch. Crispening up your consonants and rounding out your vowels makes you sound more intelligent. That means eliminating words that sound like sorta, you-betcha, fershur. Meanwhile, lowering the pitch of your voice slightly makes you sound more rational; less emotional. Young women take note! The reminder for all of us – when it comes to talking with customers, how you sound is just as important as what you say.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


Today’s chuckle:

There are 4 Santa Claus stages:

  1. When you believe in Santa
  2. When you don’t believe in Santa
  3. When you are Santa
  4. When you look like Santa


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