5 Tips to Improve Tone of Voice in Customer Service

5 Tips to Improve Tone of Voice in Customer Service

Customer interaction is a vital part of maintaining a good relationship with your customers. Business organizations ideally want their customer support representatives to be professional with their approach, maintain a positive attitude, and maintain a calm demeanor with the customer.

Support representatives are supposed to make the customer feel prioritized. No matter how simple or complex issues being raised, customers are to be treated politely and respectfully. Because even if some customers do not understand what they hear, they certainly remember the tone.

Getting good and honest feedback from your customers involves ensuring them that you are listening. Even the best services can be undermined if there is a hint of disinterest, boredom, or wrong tone in the representative’s voice. Hence, it is very important to get it right.

At Sapizon Technologies, we make sure all our Tech Support Representatives are properly groomed to handle a customer in every situation. We have a team of experienced support professionals who streamline services in the right way and focus on keeping the customer engaged and make him/her feel important.

Here are a few simple tips on how to improve the tone of voice in customer interactions:

Speak Naturally

If you are a business organization looking to improve your customer interactions, this is the area you can start. Speaking naturally in a polite tone is the first step you can take in ensuring a balanced conversation with the customer.

When customers are greeted in a friendly and informal manner, they get a sense of ease and feel our support professionals are approachable which allows them to communicate clearly and raise their concerns without second-thoughts. The rhythm, volume, and pitch of your speech must be a combination of politeness and professionalism.

Apart from this, you also need to emphasize the clarity of your speech. While you and the people you know might be familiar with the way you speak, the customer who is seeking help might not entirely get you. It is equally important to listen to customer’s query without interruption even if he is wrong in either understanding or performing some activity and respond back in the same friendly and stable tone and not to feel excited that you know more about your product or not to show in the pitch of the call that he/she is doing things wrongly and does not know about our product.

To avoid instances of confusion and misunderstanding, you need to ensure you are speaking at a steady pace and the customer can clearly understand your words. It must not appear that you are going through the motions and not completely engaged with them.

Avoid Being Defensive

One thing the customer does not want to hear from support agents is a justification about the issue he/she is facing. It gives them a notion that you are defending your organization and frustrates them. Irrespective of what the customer issue is, a defensive approach by the agent does not help.

As human tendencies do, it can escalate the issue into something that holds no prominence in the matter. Therefore, the ideal approach a customer support agent must adopt is being apologetic. If you start the conversation with a simple “I’m sorry”, it reassures the customer that you are concerned.

This apologetic approach is not necessarily conceding any fault on part of your organization. It is simply to tell the customer that you regret the inconvenience caused to them because of the current situation. To build a rapport with the customer who has faced recurring issues or issues, this is the way to go.

Do Not Be Anonymous

Self-introduction can play a vital role in making customer interaction good. Since we are talking about improving the tone of voice, humans are somewhat upbeat when they are introducing themselves to someone. So introducing yourself at the start of interaction will be very helpful.

Knowing your identity allows customers to build a rapport with you especially if there is a recurring issue that requires a certain timeframe to be resolved. You can involve yourself in engaging and friendly interactions that will boost your credibility with the customer.

Do Not Mangle the Grammar

In certain cases, Customer Support Agents are so focused on maintaining a polite tone that they make very obvious grammatical mistakes. While it might not matter to the customer as much, it certainly goes against a certain standard an organization sets for itself.

For instance, if a support agent says “I wish you a nice evening”, not only is it grammatically incorrect, but also sounds very unusual. As a customer support agent, there is nothing wrong if you are polite, but you are also obliged to maintain a level of professionalism.

And that professionalism is depicted by the kind of command you have over your speech and language. Maintaining this balance is a key aspect of having a perfect customer interaction.

Avoid Using Too Many Platitudes

Modern-day customers are smart and possess knowledge about most things. So you need to be careful about using phrases “we are committed to”, “our valued customer”, “for your convenience”, etc. Unless you mean them, these platitudes can potentially annoy the customers.

Most Customer Support Companies have used such platitudes in the past and have not delivered on their promises. And this has affected the way Customers are taking it currently. Considering this, it is best if you come up with phrases that are fresh, genuine, and meaningful to your Customers.

Closing Thoughts

By implementing the above-mentioned tips with precision, you can go a long way in creating great experiences of customer interaction. As you improve your voice tone, your interactions get better and the credibility of your standard of services also increases.

Ever since we started, we, at Sapizon Technologies have been a pioneer in rendering quality tech support services. As one of the Top IT Support Companies, we are providing our support services for SaaS applications, Mobile applications, Web Applications, VR/AR solutions, IoT, and other digital products in the market.