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 www.JeffMowatt.com
Today’s chuckle:
There are 4 Santa Claus stages:
- When you believe in Santa
- When you don’t believe in Santa
- When you are Santa
- When you look like Santa
Like to forward or reprint this tip?
We have some options to make this easier for you. Click here for a printer-friendly CDrom with all Jeff’s tips. Click here for Jeff’s book with 101 top tips. If you’d like to cut and paste any of our tips or articles from our website, you are welcome to do so providing you include the bio and contact information after each tip or article. Please also email a link to any tips or articles that you post on-line to [email protected].
Copyright © JC Mowatt Seminars Inc. All rights reserved.
Like to forward or reprint this tip?
Click here for Jeff’s Latest Tip
and to Subscribe for FREE updates