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tone

it’s more than words

It’s more than words. Though the words you use are
important, the way you say them may be even more
important.

Factoid
When you speak, the words you use CUSTOMER SERVICE / TONE
communicate only about 7% of the
message.

Factoid
Fifty-five percent of the message is
conveyed by your tone of voice.

For example, think of the statement,
“Good morning.” If you are really
having a good morning, your voice
will be filled with enthusiasm. But if
you are tired or upset, your voice will
reflect that instead. Have you ever
had someone say, “Good morning”,
when the way they said it did not
indicate that it was a good morning?
Your tone tells the customer a lot
about your energy level, interest,
disposition, attitude, and enthusiasm
at that moment.

For example, suppose you have just
interacted with a difficult customer
and are still feeling frustration.
Unless you let go of that frustration
immediately, it could be reflected
in the tone of your voice when you
interact with the next customer.
The hostile tone could put the next
customer on the defensive, even if
the words you speak are friendly.

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