How many words does it take for you to determine if the customer on the other end of the line is in a bad mood?  One?  Maybe two?  How many words do you need to speak before your customer decides that you will be happy to help, interested or that you don’t care?  The way you interact over the phone sets the stage for what happens next.  You can close a deal, be a hero or lose a customer.

The concept of associating a face to a phone voice is what Tooty calls Telepicting® and the way a customer pictures your representatives matters. 

Customer service and sales representatives are critiqued on the attitudes projected through their voice and the quality of their voice by customers, co-workers and their leadership.  Having the opportunity to listen to yourself in a training environment allows you to listen like a customer would and apply new techniques during the next customer conversation. 

To make a difference over the phone you have to be “The Voice” and not just a voice.  How can you become The Voice that stands out in a customer or co-worker’s mind?  It takes physical effort and an intention about what attitude you want to project to another person.  It also takes training and regular feedback.  Past attendees and their managers say the best part of Tooty training is when they experience our unique “Good morning Vietnam” voice recording exercise which allows people to unleash their hidden radio voice and gives them confidence in communicating in a new way over the phone.

Recent attendees to Tooty Customer Service training had the opportunity to hear themselves as they worked on their voice and then implemented a brand new uplifting voice and attitude as they got back to work.  One manager, who was known for being gruff, used her new voice and attitude as she answered a call from someone that spoke to her often.  That person could not believe it was her!  That response motivated the manager to be the change she wanted to hear from others around her.  Another representative who takes a lot of calls every day was exited at how the person on the other end of the line was responding to her uplifting voice and new polite and caring phrases.

Working on voice can be awkward and intimidating, but we make it fun!

Tooty Inc. is a certified Woman-Owned Small Business with 30 years of experience in training and development, secret shopping and customer experience assessment programs.  Tooty provides accurate workforce skills assessment and common-sense solutions to managers who are responsible for carrying the torch for great customer service.  For more information on training for your organization, contact: lori_miller@tootyinc.com

708-478-5772