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Courtesy, Etiquette, Phone System Training from Telephone Techniques Training

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Voice Tone:

Just imagine if you were perusing the West Australian for a job and you came across this ad:

Receptionist required:

"Doesn't matter how you sound, we're not that interested in customers either. If you tend to be grumpy, abrupt, bored and disinterested you're the person we want."

As if you would open the positions vacant and see this type of ad, yet sometimes believe it or not this is just what we get when we make a call in to a business. Just where did Customer Service disappear to?

Not a day goes by without someone answering a telephone in the office. Have you ever actually considered what is conveyed to your callers? Sounding good on the telephone can make the difference between a good interaction with a customer or a not so good interaction.

On the telephone it's not only what you say but how you say it that counts.

There are so many voice tones that we can experience; happy, angry, abrupt, tired, sexy, vague, disinterested etc.

What do these voice tones convey to the caller?

A Dreamy Voice: "What am I going to wear tonight, oh it's only 3pm another 2 hours to go!"
- On another planet - Makes the caller lose confidence in your ability to give prompt and efficient service.
A Monotonous Voice: "Whatever - "You're the 10th person that's asked that question in the last 30 minutes!"
Sounds as if you are NOT interested - it can communicate indifference, laziness or even incompetence.
A Hard Metallic Voice: "You think you're the only person that's got problems I've had a day of it!"
Lacks sympathy and conveys a reluctance to comply with the caller's request. (You're actually interfering in my real work)
An Abrupt Voice: "Don't speak to me like that, who do you think you are!"
Makes the caller think that you are impatient and rude and would rather they take their business elsewhere.
A tired voice: "I wish I was home in bed I've still got another hour to go" -
Sounds bored - boredom means bad service cannot be bothered with the customer (I really don't want to be here)

Negative attitudes are annoying and can be reflected through our voice to the customer.

BE ENTHUSIASTIC, ENERGETIC, CREATIVE AND GO THAT ONE STEP FURTHER FOR YOUR CUSTOMERS
MAYBE WE WILL FIND THAT ILLUSIVE CUSTOMER SERVICE AGAIN

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