Tone of Voice and Customer Relationships - MAP Communications - ContactCenterWorld.com Blog
It goes without saying that having a positive tone of voice on the phone can positively impact your business relationship with your customers, but how can you make sure to stay on top of this when you’ve got a high call volume? For some business owners, tone of voice during customer interactions might not seem like a big deal, but it can actually have a major impact on your business. Read on for tips on how to improve the quality of every interaction to ensure positive, productive conversations that bring you loyalty and increased sales.
That “Little” Something That Makes a Big Difference
When thinking about tone, it can be useful to think of it as essentially the verbal equivalent of a facial expression. Forbes Magazine has identified a simple smile to be a key component of positive retail experience, and tone is how you convey this verbal smile to the customers you serve. When your customer services representatives have a positive, encouraging tone, it communicates your genuine concern and interest in your customers and their feelings. Instead of simply going through the rote script in a monotone, a warm tone of voice shows that there is another human being on the other end of the line who is truly invested in service. A rushed, cold, or even falsely cheery tone can signify that your company isn’t actually concerned with what your customers think and is only interested in profit. While tone may seem like no big deal, it’s one of the most powerful tools of the trade, and one that costs little to master. On the flip side, ignoring quality control and tone on your calls can mean a serious hit to your business; a 2013 survey found that customers who experienced bad customer service over the phone were more likely to share the experience with friends, family, and coworkers than someone what actually had a positive experience! In short: tone matters. So, what can you do about it?
Deciding On, and Executing, Your Company’s Tone
A company leader is responsible for setting the tone of customer interactions from the top down. Establishing a clear culture of positivity and helpfulness will influence every single one of your employees, including those that you contract out to handle sales or inquiry calls. Establish a consistent tone, and then communicate the expectations to your employees. By letting your call center staff know that you want them to establish warm, human conversations with your callers, you’ll go a long way towards ensuring a positive experience for your customers. You can also try working with a company like MAP Communications, a U.S. based, employee owned company devoted to call center excellence. The MAP Communications team will be able to execute the appropriate tone to your callers every single time, making for a consistently positive experience that will build loyalty and increase sales. For more information on how MAP Communications can help your company be even more successful, get in touch and explore your options.
Publish Date: May 19, 2015 5:00 AM
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