Every Call Center Agent Should Master These Voices

there are conversations where you want
to sound warm and cheerful and friendly
anyway I hope you're having a great day
well I definitely am now thank you so
much and there are also conversations
where you want to sound authoritative
and firm this is ridiculous you're a
piece of garbage you have no sense of
understanding Tabitha I understand that
you may be frustrated but personal
attacks are not necessary I was and am
still willing to help and there are
times when you want to sound a little
bit of both that's why in today's video
I'm going to talk about the three
commonly used tones of voice and
customer service why you need to be
aware of them and when to use each of
them and the first stone of voice is
warm and enthusiastic a warm and
enthusiastic tone of voice is
characterized by a high-pitched voice
let me just say that you have a very
Angelic voice
I've never heard of anyone describing my
voice as Angelic before but thank you
you're so kind sentences that end with
an up tone sort of like asking a
question even if you're not asking a
question hi thank you for calling ABC
company that is a declarative sentence
but it ends with an up tone thank you
for calling blooms and petals this is
Ella because at the very start of your
conversation you will really want to
sound open to your customer so you it
would be weird to say hi thank you for
calling ABC company this is Candace it
sounds too uptight you know it creates a
sense that the speaker is smiling so
there's less emphasis on Authority and
more on just generally having a good
time I hope you're having a great day
well I definitely am now thank you so
much
gonna make your day even better it's a
good default for Brands where you want
to exude cheerfulness and you want to
sound upbeat
people seem to think that this is how
csrs are supposed to sound every single
time no matter the conversation no
matter the customer and that is not true
there are times when it is imperative
that you sound firm and authoritative
and that is when you use the second tone
of voice which is cold and authoritative
so a cold and authoritative tone of
voice is characterized by a deep and
low-pitched voice Tabitha I understand
that you may be frustrated but personal
attacks are not necessary it mostly
consists of sentences that end with a
down tone I've already explained we have
no problem doing that for items under a
hundred dollars your item is 500 it is
beyond our means to be able to offer you
a 90 discount a sense that the speaker
is serious as mentioned previously we're
providing you with two options a 50
refund or a return for a full refund and
the words are still polite but there is
a firmness to the tone of voice it's
almost devoid of any high pitch to
indicate the gravity of the message this
is the perfect tone of voice to use when
you're reiterating a point for the nth
time to an abusive customer who's
cursing and is just wrongfully opposing
you here's an example this is ridiculous
you're a piece of garbage I highly doubt
you can do anything other than harp
about your policy you have no sense of
understanding you and your company
deserve each other you know Tabitha I
understand that you may be frustrated
but personal attacks are not necessary I
was and am still willing to help as
mentioned previously we're providing you
with two options a 50 refund or a return
for a full refund we cannot Grant a 90
discount which you sent me the wrong
item least you could do is give it to me
for free what benefit do I have by
returning it to you I don't want to go
to the post office I mean the last time
you sent me a wrong item the rep told me
to keep it what changed I've already
explained we have no problem doing that
for items under a hundred dollars your
item is 500 it is beyond our means to be
able to offer you a 90 discount I've
communicated your request to the
supplier and they confirmed that the
highest discount they could offer is
fifty percent now it is your decision to
make
fine fifty percent fifty percent because
I don't want to go to the post office
just give me that refund
okay I will process the request for you
now
so as you heard when a customer gets
unreasonable beyond belief this is the
perfect tone of voice to use uh you are
still polite but you're indicating to
the customer that you've run out of
patience this is the tone of voice for
special customers and the third tone of
voice is the warm and professional so
this is the type of voice that you're
going to be using most of the time
because it strikes the balance between
friendly and professional this is also a
great voice to use when you're starting
a conversation and you have very little
information about the customer's mood
and situation you want to sound helpful
but at the same time professional for
example listen to this conversation you
know I'm just curious how exactly does
your site security work if I save my
card info on your site what stops an
employee from stealing it and not that
I'm accusing you specifically no offense
but theft does happen everywhere know of
course of course no offense taken and
I'd be happy to explain so when you
store your card information on our site
we don't really have access to it and
that's because of a third party called
payment gateways and all sites that
process card payments are required by
law to use payment gateways and we
definitely have one so here notice that
in the first two sentences of the
agent's response she talks about how
she'd be happy to explain and you can
hear it from her voice of course of
course no offense taken and I'd be happy
to explain but came the third sentence
and she started shifting to a more
serious tone because the topic has
changed it explains how secure the
company's payment system is so when you
store your card information on our site
we don't really have access to it and
that's because of a third party called
payment gateways in this case she has to
slowly abandon the super friendly voice
the high-pitched
for a more serious tone deeper voice and
lower pitch and now let's listen to the
rest of the conversation and what I want
you to do is to notice the shift from
down tone to up tone from up tone to
down tone and this is basically 50
friendly and cheerful tone and 50
professional tone and that is because
the customer isn't really that
particularly formal but also not that
casual so he's also just in the middle
and remembering customer service you
want you want to match the customer
smooth customers pace and emotions okay
what a payment Gateway does is as soon
as you save your card information on our
site it automatically masks your car
information preventing anyone including
merchants and employees from seeing the
real value of your credit card
information meaning your actual card
info is saved but in the payment Gateway
system not ours
okay but how will your site be able to
save information for my next purchase if
your site cannot access it because you
said that the payment Gateway not your
site has my actual card info good
question now when you make a future
purchase and you want to use the card
you previously saved the payment Gateway
will again have to provide your card
info to our system but again in its mask
form so our system knows it's there but
it cannot see what it is it's sort of
like receiving a wrapped gift you know
you know there's something inside but
you cannot see what it is because it's
wrapped and locked in the case of
payment gateways they call this process
tokenization oh okay so let me just get
this straight so every time your website
needs my card information it first needs
to go through the payment gateway to
access that info right but although the
website can use it it cannot see it
except me and the payment Gateway
correct that's absolutely correct
and last question how secure is this
payment Gateway exactly I would say very
and that's because payment gateways are
subject to financial regulations so here
in the US for example it's quite strict
as well as in Europe but wherever you
are in the world there are laws
regulating these gateways and there's a
set of standards they must follow to
maintain privacy and security to
continue operating as a business because
after all they're built specifically to
guard sensitive data
that does make sense and if in the
remote chance that our website is
compromised your card information is
still safe and separate
I see well I feel better now for sure
I've always thought that it's just you
guys doing whatever you please with my
information thank you so much for
answering all of my questions oh believe
it or not I do love Tech
I love explaining these things
so would you like to do the checkout now
or do you want to do it later well I
think I am ready to check out perfect so
will there be anything else that you
want me to clarify or you need
additional assistance with if the agent
only used an enthusiastic tone of voice
with lots of high pitch there is a risk
that the customer would not take her
seriously because this is a topic where
she's supposed to demonstrate her
expertise and knowledge so a good mix
between
friendly and professional is the best on
a voice to use
just as topics and mood and the
conversation could shift in one call
it means it's also possible to use only
one or two or all of these tones of
voice in one call for example a customer
calls in very upset she's being
unreasonable and she's cursing so you
have to use the firm tone of voice to
stop her from cursing and to have a
reasonable conversation and then in the
middle of the call she calms down and
she listens to you so use the warm and
professional tone of voice and at the
end of the call she apologizes for her
behavior and she gets friendly and
wishes that you have a great day this
type of conversation would require you
to use all three tones of voice
throughout the call the main point is
you have to mirror the customer's mood
and behavior so I would say that eighty
percent of the time you're going to be
using the warm and professional tone of
voice it's just the safest because you
have the best of both but there are also
times when you just want to sound
particularly firm and authoritative to
be taken still seriously and
friendly and upbeat because your
customer is joking and laughing with you
and it's just too uptight for you to
just use the warm and professional tone
when he's just like laughing and joking
so you just really need to gauge the
customer's mood and the topic of your
conversation and eventually you'll know
how to convey your words in a way that
would fit the conversation I guess the
message that you could take from this is
learn how to match your customers
energy energy
yeah your customers don't voice and of
course there are other Tone's voice but
these are mainly the foundation the
basics when talking to a customer over
the phone all right so I think that's
all for today in my next video I'm going
to talk about
how to feel your customers emotions
based on their non-verbals so my plan
would be to make you listen to a
recording
the recordings and I want you to gauge
the customer's mood from those
statements so they're not gonna say I'm
upset I'm I'm angry but you're gonna
hear it from their voice I think it's
just going to be going to be a good
training material to help you learn how
to read your customer non-verbally
and once it's ready I'm going to link it
up here or in the description
so thank you so much for watching bye