When customers hear your voice on the other end of the line, they imagine the person behind the voice. If they like what they hear in the voice, chances are they will perceive you as knowledgeable and confident. If they don’t like your voice, it makes them want to disconnect or speak to a supervisor. Your voice is your best vehicle for making the customer trust you.
To exceed customer expectations, your voice must consistently sound:
- Upbeat
- Warm
- Under control
- Clear
Understanding your voice:
All of us are born with a particular voice. It is our trademark. Most of us do not have a radio announcer’s voice. However, unless there is a congenital defect, any voice can be improved by pausing and breathing.
To improve the tone of your voice:
- Make sure you are breathing from the diaphragm. Many people are shallow breathers. This can cause the voice to sound strident.
- Drink lots of water to keep the voice sounding pleasant all day long. The ordinary person uses up a quart of water an hour. When you talk all day long on the phone, it is important to keep the vocal cords lubricated.
- Avoid caffeine. It is a diuretic.
- Sit up straight. Posture does affect breathing.
- Use gestures to make your voice sound energetic. It is especially important to use gestures when you are tired. They will give your voice additional power and will help you to emphasize words or phrases to get your point across.
- You automatically warm up the tone of your voice when you smile. Your customers will notice the difference. Keep a mirror on your desk and notice if you are smiling while talking.
- If your voice is particularly high or low, exercise the range of your voice by doing a sliding scale. You can also expand the range of your voice by singing.
- Tape record your voice and play it back. Would this be a voice that says, “I care?”
- Practice speaking at a slightly lower octave. Deeper voices have more credibility than higher pitched voices. It will take getting used to pitching your voice down an octave, but it will be worth the effort. It is also what on-air radio personalities have had to learn to do.
- Get feedback on the tone of your voice. Ask your manager or a trusted friend.
Your voice sells people on your knowledge level and professionalism. It helps you to gain their support when difficulties arise. Make it sound the best it can by pausing and breathing and by maintaining it with good posture, big gestures and plenty of water.
Additional Articles about ‘Tone of Voice’
Don’t Use That Tone of Voice on Me!
Who Do You Trust? Your Tone of Voice
Why Your Tone of Voice is a Problem
Did You Have Them at Hello: Your Tone of Voice is What Counts!
Why Your Tone of Voice is a Problem
Your Tone of Voice is a Door Opener
What Do People Hear in the Tone of Your Voice
Your Voice Affects How People Perceive You
How to Improve Your Telephone Voice
Telephone Communication Skills Training from Impact Communications
Effective Telephone Skills for Inside Sales Representatives
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Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our website, www.ImpactCommunicationsInc.com.
Impact Communications, Inc. was established in 1998. It is a national presentation communication skills and telephone communication skills training company that excels at defining and developing the core elements of effective business communication. With presentation communication skills training, telephone communications skills training, every encounter can be an efficient and lucid transmission of information.
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