Does This Sound Okay? How Voice Tone Can Improve Customer Experience
First impressions matter. That’s why companies train their sales teams and customer service representatives to be courteous and efficient on the phone or in person. However, when a customer goes from the sales process to third party verification, we have a second opportunity to make a great first impression. There are many ways one can make an excellent impression over the phone. A company can reduce hold times, be courteous, and follow a well-laid out script. But all of these factors will fly out the window if the voice on the other end of the phone carries has a hostile, apathetic, or bored tone of voice.
Studies show that we learn to interpret voice tone at around seven months old. Brain scans show that our perception of voice tone at that age is actually adult-like. This indicates how deeply ingrained is our ability to sense mood and other factors just from voice inflection.
Voice tone is processed by a separate part of the brain from that which processes the words' meaning. That's how we can determine a person’s mood just by hearing the pitch of their voice. It takes less than ten seconds for a customer to judge a representative’s attitude toward them based upon voice tone.
This is why at Sales Verification Company we train our TPV representatives to speak with a clear and confident cadence. We spend hours on "soft skills" during initial training, and employ voice coaches to monitor and provide ongoing support to our representatives.
Don’t let sour personal interactions jeopardize your sales efforts. Contact us today for a consultation.