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In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

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Be a Telephone Matchmaker – 6/4/13 TOW

Posted on June 4, 2013 in Customer Service Tip of the Week Please leave a comment

Have you ever called a company, and you could just tell the employee was reading a script?

Say this out loud in a flat, MONOTONE voice: Thank you for calling Acme Paper Products. I am thrilled that you have called. Please let me know what I can do to make this a great day for you. I want to be the bright ray of sunshine on the flower of your day. Please let me know what I can do to bring you customer delight.

The employee could say the most wonderful words in the world, but if their voice is flat, with no fluctuation, then what is the employee really conveying? Insincerity? A feeling that “this job would be great if I just didn’t have to deal with customers?” A sense that “I’m stating a script that I’ve stated 100 times before?”

Until people really get to know you, they judge you (and me) based primarily on our tone of voice – particularly on the phone. So whether you’re trying to convey that you want to brighten their day or address their need, make sure you’re aware of how you sound.

There should be some relationship between the tone you use and the feeling you want to impart on the customer. If the words are empathetic (“unfortunately…”), sound that way. If the words show enthusiasm (“I want to help…”), sound that way. If the words convey confidence (“We can definitely…”), sound that way.

Link the tone to the words and the message.

Truly brighten someone’s day.


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