At MeloTel, we often discuss the fact that a smile can be “heard” over the phone. Readers of our blog have likely come across this concept a number of times. Have you ever noticed that when you’re smiling, your tone of voice automatically changes? It’s pretty difficult not to sound pleasant when you’re smiling. So, we make it an integral part of our customer service regimen – smiles are a must!
What’s so important about your tone of voice? Quite frankly, it couldn’t be more important. Consider the fact that when you’re speaking over the phone, you have no ability to communicate using facial expressions, hand gestures or any other body language. That means that the ways in which you speak are just as important as the words you’re using to convey your message.
Go ahead and try this quick experiment:
Take a script of your choosing and record yourself reading it. During your first take, read the script as normally as you would read anything else. During the second take, be sure to put a genuine smile on your face while reading the script. Once you’ve completed both takes, go back and listen to them. Do you notice any differences? If you’re really giving it a good honest go, you’ll notice everything from slight to major changes in your tone of voice.
How does your tone of voice change people’s impressions of you? Well, the first and most obvious benefit is that you will endear yourself to all of your callers when your tone of voice is pleasant. Remember that people have no choice but to picture the customer service representatives that they are speaking with over the phone. We all do it. We can’t help but conjure up images of what we think people look like when we hear their voices.
If you want your callers to like you and more importantly, like your company, you’ll do what it takes to make sure they are hearing a warm and friendly voice. Remember that your tone of voice is the chief factor in the impression you give of your brand. There is a major difference between communicating your message in an upbeat, personable manner and a monotone or even bored way.
Of course, sounding either angry or sarcastic isn’t bound to do your business any favours either. This is why it’s especially important to take a moment to ensure that you’re smiling before each call you take. It’s understandable that you’re going to have some long days at work. You’re bound to have busy days that zap you of your energy. Is that the fault of your last caller of the day? Certainly not. Do your best to keep smiling!
What can be done to encourage smiles before each phone call? Take a few moments before each call. This is particularly important advice for call centre workers. Especially after long and arduous calls, you may need some time to calm down, chill out and recharge. Call centre managers should actually endeavour to keep the mood in the office as light as possible. Don’t be afraid to crack or joke or two every so often. You’d be surprised how much smiles can help your business!
Want to hear us smile over the phone? Don’t hesitate to contact us at 1-888-MELOTEL and be sure to ask us about our VoIP-based Commercial Phone Services!