Popular businesses owe part of their success to their customer care representatives. These are the very people who try to appease distressed customers. Why is this important? Part of what makes a business popular is its ability to maintain a clean image. With telephone based customer service always available to existing customers, complaints are easily controlled without these having to reach other customers. However, while this may be true, some of the newly hired customer care representatives fail to make a connection. It’s not that they are not helpful or not compassionate enough. It’s just that they fail to make a link with the use of their voice.
The Importance of Making a Connection
All transactions are based on trust. Without this, a person will not be willing to commit to buy a product or a service. Before a person will allow a stranger into this type of relationship, this person must be able to feel some sort of bond. This can be easily achieved if this was based on a face-to-face transaction. You have gestures such as eye contact to help convince a potential client to trust your business. With only your voice to help you do this, this could be a little bit more difficult. Since people will not be able to see your face, your voice becomes the only representation of your business. Potential and existing customers will rate your business depending on the voices that represent your business.
The Power of Your Voice
Before people were able to develop their sense of sight, their sense of hearing
was first honed while they were inside their mother’s womb. A baby can already hear the voices of his mother and father by the time that he is 25 weeks old. This may be the reason that people often associate your personality with your voice. Research indicates that people will perceive what you say according to the tone of your voice. People are able to pick out the inconsistencies and often associate this to doubtfulness. They will often judge the truthfulness of the information you tell them based on your voice and not the actual words.
Voices That Have the Power to Sway People
Your current disposition has the tendency to show in the way you speak. For example, if you are currently happy, your voice may sound warm and friendly. People who have this type of voice make other people want to open up to them. A person who has a melodious personality may have an upbeat voice. This person is able to give a caller a very pleasant experience because of the way they can use words in such a way that can make them feel welcome. There are also people who appear confident and make you easily trust them instantly. You rarely hear them say “Ahhs, ummms” and seem to have the right answer all the time.
Words are only given meaning when these are delivered in a proper tone. You will only be able to get through to callers if your voice radiates trustworthiness and capability to resolve their problems. One important hint- if you believe what you say, it would be easier to stay confident at all times. This will prevent you not only from stammering, but also from saying contradicting information.
