The Only Vocal Tone Your Employees Should Be Using With Customers

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There are pretty much three voice tones you can use with customers.

1. Authoritative

This is the tone you’d use when disciplining a child or if you’re a police officer working to assert your authority. Rarely, if ever, would you use this tone with a customer. Having said this, you might have to speak authoritatively if a customer crosses the line and is profane or disrespectful.

The Authoritative Tone Can Come Across:

Defensive
Annoyed
Coarse
Unapologetic
Lacking empathy

2. Amiable

This is your calm, friendly voice. You’ll use this tone in almost all interactions with customers.

The Amiable Tone Is:

Conversational
Casual
Enthusiastic
Friendly
Trustworthy
Upbeat
Harmonious

3. Assertive

Think of the voice of a radio DJ playing slow jams after 10:00pm (though nothing sexy, obviously – just confident, a bit slow, and composed).

This is the tone you take on when you need to create calm, address conflict, and defuse anger. With demanding customers, in other words. Use a smooth and slow pace assertively, and you’ll create an aura of calm and trust without triggering defensiveness.

The Aim Of An Assertive Tone Is:

Positive
Confident
Decisive
Unhesitating
Pleasant
Approachable
In-control

In Most Interactions Strive For the Amiable Voice

I encourage you to aim for this approach in most of your conversations. Using an authoritative or aggressive tone when it’s not needed, is like putting too much salt in your pasta. It’s too much and it ruins the experience.

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