From Curt to Courteous

Voice

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.

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Tone of Voice

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

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

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 ground

between being too cold and impersonal and the

other extreme of being too familiar.

It also includes:



Having A Smiling Voice

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Being Genuine

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Being Enthusiastic

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Offering More than the minimum



Avoid De-Sensitization

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

Focus your attention and effort on solving



the problem.

Be “Business Friendly”™. Don’t argue.



Show Empathy

Don’t ignore what the other person is



telling you.

Respond appropriately to the caller’s



comments.

Show empathy and “Business Friendly”™.



Smile

SMILE! The caller can hear it!!



Don’t be cold.



“Business Friendly”™ customer service



depends on your smiling, friendly voice.