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From Curt to Courteous
From Curt to Courteous
Voice
Voice
Your voice is the all-important delivery system  for your words. Match your speed to the
Your voice is the all-important delivery system
for your words.
Match your speed to the of the other party.
Vary the pitch of your voice to keep it
interesting.
Speak distinctly and clearly to express your
ideas.
Match your volume to that of the other party.
Tone of Voice
Tone of Voice
Your tone of voice tells the other party  whether they’re welcome or not. It’s not
Your tone of voice tells the other party
whether they’re welcome or not.
It’s not necessarily WHAT you say, but
rather HOW YOU SAY IT.
Put a SMILE in your voice. The other party
will be able to hear it.
Words Used
Words Used
Choose words that explain your thoughts  clearly.  Remember that words can have more than
Choose words that explain your thoughts
clearly.
Remember that words can have more
than one meaning. Work at making your
meaning clear.
Ask the other party to repeat what you’ve
said to be sure your meaning is clear.
Listener’s Perception
Listener’s Perception
Be tactful. Feelings are easily hurt.   Concentrate on being sensitive to how you come
Be tactful. Feelings are easily hurt.
Concentrate on being sensitive to how you
come across to the other party.
Be aware of the listener’s perception.
“Business Friendly” ™ Service – What is it?  “Business Friendly” ™ - is the middle
“Business Friendly” ™ Service –
What is it?
“Business Friendly” ™ - is the middle ground
between being too cold and impersonal and the
other extreme of being too familiar.
It also includes:
Having A Smiling Voice
Being Genuine
Being Enthusiastic
Offering More than the minimum
Avoid De-Sensitization
Avoid De-Sensitization
Remember that every call is unique, don’t  become de-sensitized. Like an actor in a play,
Remember that every call is unique, don’t
become de-sensitized.
Like an actor in a play, when the receiver
goes up, you’re “on.”
Make yourself a star every time! Each call
is unique.
Solve the Problem
Solve the Problem
Focus your attention and effort on solving  the problem. Be “Business Friendly”™. Don’t argue. 
Focus your attention and effort on solving
the problem.
Be “Business Friendly”™. Don’t argue.
Show Empathy
Show Empathy
Don’t ignore what the other person is  telling you. Respond appropriately to the caller’s 
Don’t ignore what the other person is
telling you.
Respond appropriately to the caller’s
comments.
Show empathy and “Business Friendly”™.
Smile
Smile
SMILE! The caller can hear it!!  Don’t be cold.  “Business Friendly”™ customer service 
SMILE! The caller can hear it!!
Don’t be cold.
“Business Friendly”™ customer service
depends on your smiling, friendly voice.