Customer relationship management tools abound, yet let’s hear it for old technology. Your voice is the most multifaceted customer service tool in your toolkit. Your voice can convey concern, care and compassion. It can alternately convey boredom, neglect or contempt. Your challenge: to insure your voice reinforces the service you strive to deliver through your actual words and action.
Customer service is about more than mouthing the words customers want to hear. You have to sound believable. How do you sound? Try this experiment. Call your own answering machine and leave yourself a message normally intended for your customers. Now replay it. Are you convincing? Does sincerity ring from your voice or are you just mouthing clichs in a disinterested fashion?
Depending your tone of voice you can alternately sound:
Compassionate or Condescending
Confident or Insecure
Knowledgeable or Ignorant
Attentive or Disinterested
Focused or Scattered
Alive or Comatose
Pick one of the following phrases:
Thank you for calling. Were excited to serve you.
Welcome back. Its so nice to see you again.
Weve missed...
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