Have you ever had a conversation go badly because the other person thought you were upset, even when you weren't? This happens to everyone and can be really frustrating. You can avoid these misunderstandings by paying more attention to the tone of your voice.
This is especially important in customer service. Since most interactions happen over the phone, it's crucial to be mindful and intentional with how you speak. Here are five helpful tips on how to use your voice effectively when dealing with customers during calls.
1. Pay attention to the context.
While customers generally appreciate a casual, friendly voice, everyone is different. A good customer support provider should be able to understand the situation and adjust their tone accordingly. It's best to start with a neutral tone and then adapt based on how the other person responds.
2. Identify the tone you would like to use with the customer.
The first step to effectively communicate with others is to decide how you want to come across. Do you want to seem smart and casual, empathetic and understanding, or humorous and entertaining? These are just a few examples, but choosing your tone of voice on purpose can set the stage for positive interaction.
3. Be mindful of how fast or slow you speak.
It's easy to talk too quickly or slowly when you're nervous. However, this can hurt your interaction with a customer. Speaking too fast can make them anxious, and speaking too slowly can bore them. To avoid this, practice speaking at a moderate pace. Record your voice and listen to it to get a good sense of your speed, then adjust as needed.
4. Be conscious of your breathing.
When people are under pressure, they often start taking shallow breaths. It can be a problem because it can make your voice sound high and strained. To fix this, try taking slow, deep breaths. This will help you relax, lower your pitch, and have a calmer tone. Also, avoid breathing directly into the phone, as it can distort your words.
5. Smile while you’re speaking.
Even though no one can see your face, smiling while you speak is a great way to sound more positive. Doing this opens up the back of your mouth, making your voice sound smoother. You might have noticed that opening your mouth wider improves your tone if you sing. The same thing happens when you’re on the phone. Smiling makes your voice sound clearer, friendlier, and more welcoming.
Improve Your Customer Experience
Effective customer service requires carefully analyzing each situation and adapting to new circumstances. Every customer has unique needs, and your ability to find the right response sets you and your company apart, helping you handle calls efficiently and ensure satisfaction. Always use the right tone and speed when talking on the phone. Call us today to find out how we can help you improve your business’ productivity, create a better experience for your clients, and provide the outsourced customer service support you need.
Submit a comment