Little attention is paid to the operator’s voice that is heard once a caller punches zero after encountering an automated, robotic, emotionless, button-driven machine.  Service reps, when working with angry customers, forget their voice tones change as their emotions rise. And salespeople must be reminded that talking to customers while sitting scrunched down in a chair with their feet propped up does not create a sound of care and concern.

Statistics tell the story.  In telephone conversations, 84% of a message is communicated through voice tones and 16% through spoken words.  There is no visible body language on the telephone although it is communicated through voice tones.  A person relaxing in a comfortable position at their desk will convey a casual, low energy, monotone voice.  It’s not what you say; it’s how you say it.

There are ten ways to build rapport on the telephone.

1.  
   1. Tune into your attitude.  Avoid forming instant impressions.  Don’t start thinking this caller will be difficult.  Think of the caller as someone who needs your help.  Maintain a service attitude.
   2. Body posture.  Remember to stand up when you talk on the telephone.  You will energize your body and reduce the chance of having a monotone voice.
   3. Voice tone.  Know how you sound on the telephone. Record your voice at various times throughout the day then listen for the tone of voice that sounds best.  Emulate that tone in all your conversations.
   4. Energy level.  Your voice loses 38% of its energy on the telephone.  Always add more energy and enthusiasm in your voice.
   5. Telephone smile.  Although callers cannot see you, they can hear your smile on the phone.  Draw a smile-face on a post-it-note and attach it to the phone as a reminder to always smile before answering.
   6. Speaking rate.  Most Americans speak at a pace ranging from 100 to 200 words per minute, the average being between 140 and 160 words per minute.  Let your ear be the judge.  Speak slightly faster or slower to mirror the caller’s pace.
   7. Volume.  Don’t overpower the caller. Speak as if the caller was standing just 12 inches in front of you.
   8. Enunciation.  Pronounce your words clearly and distinctly.
   9. Diction.  Be expressive in your choice of words.  Don’t use form numbers and acronyms that are unfamiliar to the caller.
   10. Listening.  Focus and concentrate.  Block out distractions around you to give undivided attention to the caller.

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