However, raising your voice, modestly, at certain times serves as a tool for reinforcing atheme and expressing enthusiasm for an idea.
Topic 1.1.3: Paint with Inflection
*Monotones Are Boring
Would you want to listen to someone who spoke in a constant monotone?Your words can paint pictures for people and convey reassurance or helpfulness throughyour voice
— the highs and lows in your voice.
Imagine hearing this phrase with all the words being communicated the same way...."I really like you."
Now, imagine hearing the same phrase with the word
being said in a manner thatreflects a stronger sense of urgency....I
*Inflection Conveys Interest
Inflected words indicate your level of interest in the customers' problems. Use a varietyof inflections to adequately paint the picture you want your customer to see. Inflectionis another way to convey your interest in your customer. Do you see and hear thedifference between the inflected and uninflected?
A good customer service representative adjusts her pace or speed of talking to match the pace of the customer.She adjusts the volume to ensure the message is heard, uses
to signify highsand lows, maintains intensity to give the highs and lows the proper effect, and makessure her attitude is proper at all times.
Topic 1.1.4: Levels of Intensity
Different situations call for different levels of emotion.A customer who has just had a catastrophic experience with your product will probablyshow a great deal of emotion.If you respond in a really low-key manner, your customer may think you don't care.
*Match Level of Emotion