Here is the 2nd of my series on “Back to Telephone Basics” to share with your staff.
When you speak on the telephone YOUR VOICE alone conveys your moods and will express a:
- Positive attitude
- Negative attitude
- “I really don’t care” attitude
First impressions are lasting impressions. You only have 10 seconds to do it!
You may be in a hurry; however, the person on the other end of the telephone who hears abruptness can easily think you are in a bad mood and wonder . . . why are you taking it out on me?
The tone of your voice should be natural and friendly and watch your speed. Too fast or too slow will detract from the content of your message. If you speak too fast your caller may miss an important point and too slow your caller will stop listening.
This week’s question for your employees – What do our customers like about our company?
Thank you for reading and sharing!
Laura Sikorski – Independent Call Center Consultant