Believe it or not, the person hearing you, on the other end of the phone, knows whether you are smiling or not. Instantly, when you speak they will know whether you are glad they called. This is because our physical behaviors impact our emotions which in turn will impact our voice. Our tone, volume, speed […]
Consultants
Variety In Speech
Some people speak in monotone. They have developed the habit of eliminating all the variety from the way they talk. We want to be careful not to fall into this ditch. It is difficult to Listen to someone speak in monotone. Staying interested is very challenging. Partially because it is uncomfortable to listen to, but […]
Tone
An important part of speaking is the tone of our voice. Yes, the words we choose are important. The volume and rate of speed we use to deliver our message has a significant impact. A fourth ingredient to successful communication is our tone. The tone of our voice is what communicates our emotions regarding the […]
Byproducts of Fast Talking
As we consider how to become better communicators over the telephone let’s examine what occurs in our own heads when we talk too fast. Often when we talk fast it is because we are nervous. Or maybe we are not confident in what we want to say. Maybe we are scared how the other person […]
Is the Volume and Speed of Our Speech Important?
As we drill down a bit farther in regard to how we are communicating on the telephone, let’s examine a few skills we need to master. The first, and most obvious, is the volume of our voice. When we are excited, stressed or passionate, our voices tend to get louder. In some situations, this is […]
Stay Calm
Engaging with people on the telephone is a skill that requires attention, effort and dedication to become great. Humans do a lot of talking and we make a lot of noise. Unfortunately, despite saying a bunch of words, we don’t communicate well. This is true regardless of whether we are conversing in-person or on the […]
Take a Deep Breath
When the phone rings at your job, it is someone calling for help. There is a person on the other end of the phone line who has a problem and they are reaching out for help. It matters not, what industry you are in. When the phone rings, generally it is someone who is wanting […]
Challenges To Speaking On The Phone
How we speak is equally as important as what we say. The words we are speaking are only part of a conversation. When we are in a conversation there is more communicating going on than just the word choice. The people we are talking with are analyzing our body posture and position, our gaze and […]
How To Handle the Ring-back
Great phone etiquette is not something that comes naturally. Phone etiquette is a skill that needs to be learned. It is critical to great customer service. New thinking, practice and habit making are required to excel in this area. We left off in the last writing in how to handle an incoming phone call when […]
It Begins Here
Every engagement with a customer or with the customer’s vehicle is a customer service opportunity. The work done behind the scene is also a customer service opportunity. Really, everything we do should be focused on the customer and the service experience they receive. A customer’s experience generally begins with the phone. This is their initial […]