Approximately 84 percent of customers will judge a phone rep’s attitude based on his tone of voice, rather than his words, according to telephone training consultant Kathleen Brown. She suggests you practice perfecting these aspects to ensure that your voice sounds as pleasant as possible:

• Pitch. A monotone voice can indicate boredom. Vary your pitch: deep tones create a sense of confidence, while higher tones convey enthusiasm.
• Rate. Many phone reps speak too quickly for their customers to keep up with them. But speaking too slowly can sound condescending.
• Volume. Make sure you’re speaking directly into the mouthpiece, which amplifies your voice. If you don’t, you can sound too quiet and less confident.
• Articulation. Pronounce every letter of your words, taking care not to drop the final letter of words (as in “How ya doin’?”). Mumbling or running words together may create the impression that you simply don’t care.
• Pausing. Replace filler words (such as “um,” “like,” and “you know what I’m saying?”) with pauses. Pausing will give you a chance to gather your thoughts while letting your listener take in what you’ve said.

Filed under: Customer Service Corner