Voice Tone Matters

You may not realize how important your voice inflection and tone are, but they play a major role in how your customer views your business and level of customer service. When you answer a lot of phone calls, it's easy to forget that your voice tone matters, however, did you know that it takes less than 5 seconds for a customer to develop a first impression? Five seconds goes by pretty quick and if you sound bored, annoyed or flat out rude, you can be negatively impacting your customers.

Have you ever called somewhere and thought to yourself "this person does not love their job" or "this person really needs phone training"? How does this impact your impression of the business? It's important to think about your own experiences and how they made you feel, put yourself in the customer's shoes. Armed with this knowledge you can train your team, so that customers do not feel this way when they call your business

Improving Voice Tone

Improving voice tone is so simple and it can change your entire call. The easiest way to improve your voice inflection is to smile. When we smile, it raises the pallet at the back of your throat. In turn this produces a pleasing tone. Customers are wired to hear this tone and it builds rapport, establishes feelings of emotion and connects you to the customer. 

The easiest way to be mindful of your voice inflection is to keep a small mirror nearby your phone. If you glance into the mirror before answering the call and throughout your calls, it will be simple to ensure you have a smile on your face. If you practice this repeatedly, eventually you will no longer need the mirror and be a master at voice inflection!

Good luck, happy smiling! :)