Communication and Connection
When communicating, it’s not just what you say, it’s how you say it. Your tone of voice reflects your attitiude. Tone of Voice
Flat tone: says you are uninterested. Slow pitch and dramatic voice: conveys annoyance or lack of engagement. Loud voice: can signal aggression or frustration. High pitch and rapid voice: shares over eagerness and increases miscommunication.
Keys to effective phone conversations: Inflection - the wave of high and low in your pitch should be intentional with every call, even if the employee has repeated the same phrase multiple times to multiple people. Regulating breathing, changing the words around (repetition equals monotony), and smiling helps with awareness. Volume Control - speaking in a moderate voice is the most effective, especially when a customer is unpleasant. Pay attention to volume, timing is important, occasionally speaking louder for short bursts can emphasize or focus attention. Pacing - an awareness of pace controls the conversation with the customer, giving the customer the opportunity to consider what is most important and beneficial to know.
Use quick problem-solving. Offer immediate assistance. Say “please” and “thank you”. Positive First Impressions: First Impressions
#1 SMILE!
Negative First Impressions: Speaking loudly, too fast, and/or rudely.
Looking like you don’t care or have something else more important. Acting distant, not smiling, or making faces.
Focus on the customer in front of you. Use the customer’s name in conversation. Be polite, courteous, and use a pleasant tone. Take personal responsibility for customer’s experience.
Top 10 Phrases to Avoid
1. No. 2. I don’t know. 3. That’s not my job/division/department. 4. You’re right, that is bad. 5. Calm down. 6. I’m busy right now. 7. Call me back. 8. That’s not my fault. 9. You need to talk to my supervisor. 10. You want it by when?
To prevent a potentially frustrating or angry interaction with a customer, refrain from using these ten phrases in conversation.
It’s ok to pause and collect your thoughts instead of speaking with a negative tone or response. Be mindful of non-verbal cues too.
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