There are many tools used in the business-customer relationship, but one of the tools that is traditional and still meaningful in modern business life is voice. With a variety of expressions in tempo, intonation, volume, and emotion, a customer service rep’s voice can convey care, concern, and sympathy to listeners. On the contrary, it can also convey to the customer apathy, apathy, dullness and contempt.
In service customer care, words and words emanating from the staff is the first factor to evaluate the service to customers. If you’re a customer service rep, you need to care about what your customers want to hear from your voice.
Does your voice sound believable? What is the tone of your voice? Try conducting an experiment like this: turn on the tape recorder and record your voice when you want to convey a message you want to send to the customer. Then listen to your voice again from the recorder. Did you hear that voice exuding conviction? Does the tone of that voice show sincerity or is it just cliché and emotionless?
Usually, the same sentence comes out, but its intonation shows two opposing states, respectively, as follows:
– Show love, deep and sincere sympathy or condescension, condescending to show pity.
– Show confidence or fear.
– Shows understanding or ignorance.
– Show interest or indifference.
Show concentration or indifference.
– Shows liveliness, enthusiasm or languidness.
Please choose one of the following three expressions:
– Thank you for calling us. We are always happy to serve you.
– Welcome back to us. We are indeed very pleased to see you again.
– We always remember our customers. Thank you for coming back to us.
Then try saying a few times the sentence of your choice to a colleague sitting next to you, or over the phone to a friend. Then you ask the listener how the sound of your voice makes them feel?
– If you speak in a monotone, your voice becomes dull and lifeless.
– How does your voice sound when you’re tired? It will inevitably become dull and uninspired.
– What feeling will your voice give when it is expressed expressively? Did that voice emit strong will and enthusiasm?
– What would your voice sound like if you spoke with sincerity? Is that the honest substance in your voice?
– What would your voice sound like if you were a friendly person? Does warmth radiate from the story you tell?
– What’s your voice like when you’re smiling? Do you want to convey humor and wit through your voice?
The mirror – a tool that faithfully reflects your image and voice
Do you know why most customer service reps and phone salespeople put mirrors on their desks? It is not used to look at the face or to quickly detect a certain flaw in their face. In these cases, the mirror serves two purposes.
Firstly, it is used as a reminder to always smile when answering the phone. Although their smile cannot be seen by listeners, listeners can feel it. When you smile, the muscles on your chin relax and put you in a relaxed state. It is this that will then be conveyed through your voice, making it airy, friendly and open. At the same time, the second purpose, the act of smiling will make the muscles on the face and chin work, make it always move and change, is a way to exercise to make your face lighter and fresher. .
Therefore, it can be said that the mirror has become a tool that honestly reflects your image, “what you see in the mirror is what customers will feel”.
The rhythm of the voice
When you want to convey to customers a message from the voice, do not ignore the element of rhythm and intonation. It is very important to understand in the message that you give, where do you place the emphasis? What words do you mean the stress on? The same ordered sentence is arranged the same, will have a very different meaning when you change the intonation of the voice.
Consider the following statement, and see how changing the tempo of your voice makes it meaningful:
“Thank you for calling. We are pleased to serve you.”
You can put the intonation of your voice in different words, and thus convey different feelings and emotions to your customers. Capitalized words are words you emphasize in your sentences:
“Thank you for calling. We are pleased to serve you.”
“Thank you for CALLING. We are pleased to serve you.”
“Thank you for calling. We PLEASE serve you.”
“Thank you for calling. We will be pleased to SERVE you.”
“Thank you for calling. We are pleased to serve you.”
If you know how to promote the strengths in your voice, customers will feel the affection, care and value they have for your company. Then learn how to have an inspiring, cheerful and cute voice; learn to use the effectiveness of rhythm and intonation; Learn to emphasize emotions. That will contribute significantly to building efficiency in sales and customer care services.
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