What Your Voice Says About You

What Your Voice Says About You

What’s in a voice? Plenty! It is your calling card. It reveals your confidence, your competence, and your warmth. It also establishes trust and credibility with your customer or client. Regretfully, most of us don’t spend much time thinking about how our voice sounds,...
Who Needs the Stress

Who Needs the Stress

Anyone who works in a call center environment knows about stress and just how stressful it is. In fact, the U.S. Department of Statistics, an agency that categorizes jobs, notes that customer service representatives have the eighth most stressful job. They are right...
Take a Breath!

Take a Breath!

Our voice is our calling card when we conduct business on the phone. If we want to make a positive impression, our voice should communicate warmth, friendliness, sincerity, and confidence. The question is how can we do it? The source of our vocal power is breathing....
Shut Up and Listen!

Shut Up and Listen!

The number one complaint customers express about any call center representative is reps don’t listen. When asked what reps should do differently, responders say “Shut up and listen!” Listening is a critical skill for anyone in the service industry. Yet, most people...
How to Avoid Voicemail Hell!

How to Avoid Voicemail Hell!

Most of us are forced to leave voicemail messages constantly. In today’s business world, it is almost a rarity to speak to a live person. When we go to the trouble of leaving a voice message, our expectation is that we will receive a “call back.” The vexing part is...
Shut up and Listen!

Shut up and Listen!

The number one complaint customers express about any call center representative is reps don’t listen. When asked what reps should do differently, responders say “Shut up and listen!” Listening is a critical skill for anyone in the service industry.  Yet, most people...
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