Why tone of voice is a crucial factor in customer service?
How to use the right tone with your online customers? How can tone make an impact on the way our words are interpreted? Well, the main reason is that our brain processes the words we hear differently from the tone in which we hear them.
In fact, Sophie Scott, a neurobiology researcher at University College London, published a study suggesting that words and tone are sent to two completely different parts of our brain:
You can use the power of positive words in customer service to make your customers haven confidence in your product or service. It’s simple but powerful: just by removing a few negative words from our customer interactions, we can completely change the perceptions of our conversation.
As we saw with the dangers of being negative when saying “no,” even if it was not a negative statement, the right tone depends a lot on the situation. It also depends on the specific customer. But there’s good news: simply by practicing at being positive in conversations, you can develop the ability to change each customer’s tone and mood, and adjust your tone appropriately in the given situation.
Perfecting Your Tone for excellent customer service
One of the biggest challenges of finding the best tone is that there’s no “right” answer that works every time.
It depends on you, your brand, your voice and perhaps more importantly, your customers; who they are; and how they feel in a given situation. Learning to pick up on your customers’ subtle cues makes delivering service in the right tone of voice much easier.
But in every customer service experience, every single interaction is a chance to perfect your technique. So by starting with a few research-backed guidelines and practicing changes to your tone in every interaction, you will reach the expert level in very little time.