How to Sound

In communication, how you sound is often more important than the words you use.

This doesn’t mean you can say anything, but delivering information in the right way can lead to success.

Remember these two key principles:

Treat every customer like an old friend you’re excited to see again, and understand that communication includes more than just words—it also involves gestures, tone, and emotion, such as smiling and body posture.

When talking on the phone, ensure your tone matches your intentions. While our goal is to meet customers in person, we frequently start with phone calls or online messages.

Here are some tips to enhance your phone communication:

Mental Image:

Visualize someone dear to you—a loved one or even a pet that fills you with affection and excitement. Envision this entity before dialing or picking up the phone. Personally, my grandmother always brought out the best in me; her warm embrace and smile were constants in my life. Channel a similar positive emotion that resonates with you.

Body Positioning:

Your body posture should match the intended tone of your voice. For a friendly and warm tone, adopt a relaxed position. To relax, take a deep breath, tense your muscles for five seconds, then slowly exhale for ten seconds. Conversely, if you wish to convey detachment and weariness, slouching over your desk restricts airflow, resulting in a quiet and uncertain voice. Think about how you’d sit if the customer were in front of you..

Facial Expression:

Your mouth and facial expressions affect your voice. Smiling, even slightly, can make you sound warmer and friendlier. Keep a mirror by your phone to check your expression and make sure it’s pleasant.

Inflection:

Inflection means changing the pitch or tone of your voice. It makes your words lively and enthusiastic. Remember boring teachers who spoke in a monotone? They lacked this energy. Inflection gives your words depth and helps you match the customer’s emotions While passion and excitement are ideal for greeting customers, responding to a customer's car accident news with excessive enthusiasm would be inappropriate.

Volume:

Balance your volume to be clear but not too loud. Speaking softly might seem timid, while speaking loudly can be overwhelming. Aim for a confident volume that reassures the customer without making them uncomfortable.

Remember, mastering these tips can greatly improve your communication skills and create positive interactions with customers.