:
customer service, buyer retention, motivational speaker, gross sales trainer, gross sales coaching, salesmanship, sales coach, gross sales coaching, cold calls, humorist, storyteller, communicator, higher communication
Article Body:
Buyer relationship administration tools abound, yet let’s hear it for old technology. Your voice is essentially the most multifaceted customer service software in your toolkit. Your voice can convey concern, care and compassion. It may alternately convey boredom, neglect or contempt. Your challenge: to insure your voice reinforces the service you try to deliver through your precise words and action.
Customer support is about more than mouthing the words clients wish to hear. You need to sound believable. How do you sound? Try this experiment. Name your own answering machine and leave your self a message normally supposed to your customers. Now replay it. Are you convincing? Does sincerity ring out of your voice or are you just mouthing clichés in a disinterested vogue?
Relying your tone of voice you possibly can alternately sound:
Compassionate or Condescending
Confident or Insecure
Knowledgeable or Ignorant
Attentive or Disinterested
Centered or Scattered
Alive or Comatose
Choose one of the following phrases:
“Thanks for calling. We’re excited to serve you.”
“Welcome back. It’s so nice to see you again.”
“We’ve missed you. Thanks for coming in again.”
Mouth it a couple of instances to a colleague subsequent to you or over the telephone to a friend.
– Now ask your listener: “How do I sound?”
– While you’re monotonal you may sound flat and lifeless.
– How does this sound once you’re drained? Uninspired?
– How does this sound while you’re expressive? Do you generate good will and vitality?
– How does this sound whenever you’re sincere? Is there a real high quality to your voice?
– How does this sound once you’re pleasant? Does warmth emanate from your dialog?
– How does this sound if you find yourself smiling? Does your good humor come translate?
Mirror Mirror on the Desk
There’s a reason many telesales and customer service representatives have mirrors on their desk. It’s not to admire their magnificence or to insure the proverbial spinach isn’t caught to their teeth. In this case, the mirror has purposes. First, as a reminder to reps to smile while on the phone. Though their smile isn’t seen by listeners, it is felt. When we smile it loosens up our jaws and relaxes us. That is then conveyed via our voice. We sound more relaxed, friendly and open because we are. The act of smiling prompts sure muscle mass in our face and neck and truly alters our disposition for the better. The mirror both reminds us to smile and confirms we are after we glance at it periodically. To not sound overly Dramatics, but “What you see is what they get.”
Inflection
After we take into account the message our voice sends customers, don’t forget to consider your inflection. It is very important understand where in a sentence you set the emphasis. What words do you accentuate? Which phrases do you emphasize? Depending on your placement of accent you may ship different messages with the same set of words. Contemplate the next statement: “It’s all over my friend.” Depending on the position of accent and pause, this assertion may both lament the top of a profitable run of some type, or be describing the results of a sick bird flying overhead of your pal.
Equally, this statement, based on inflection, might ship two entirely totally different messages: “What’s that within the road ahead?” or “What’s that in the street, a head?” You’ll be able to see how inflections inform. Let’s make certain the knowledge we convey is supported by our inflections.
Actors typically take the Shakespearean phrase “to be or to not be, that is the query” and repeat it alternately while emphasizing different words. For instance, one variant is perhaps “To be or NOT, to be THAT is the question!”
Revisiting our triplet of phrases let’s see how inflection alters their that means:
“Thank you for calling. We’re delighted to serve you.”
We are able to place the accent on different phrases to convey different sentiments. The capital letters point out the phrases being accented by way of our inflection.
“THANK you for calling. We’re delighted to serve you.”
“Thanks for CALLING. We’re delighted to serve you.”
“Thank you for calling. We’re DELIGHTED to serve you.”
“Thanks for calling. We’re delighted to SERVE you.”
“Thank YOU for calling. We’re delighted to serve YOU.”
For yourself, try this identical train with each of the statements below, accenting different words inside every sentence so as to search out the inflection that best conveys your sentiment.
“Welcome back. It’s so good to see you again.”
“We’ve missed you. Thanks for coming in again.”
Voice Your Concern
Using a pleasant tone, efficient intonation, and empathic emotion your voice can go a good distance towards helping prospects feel heard, valued and cared for. Mama was right, it’s greater than what you say, it is the way you say it too.
for more information on fun gifts and buy a gift please see our website