Customer Service: How To Project a Trustworthy Picture Over The Phone.
If 55% of the impact of a communication is determined by the visual aspects, how do staff members who work with our customers on the phone build trust and confidence in our products and services? Only 7% of the impact of their communication  is the actual words, the content or the verbal message. Yet that is what we spend so much time carefully crafting! Â
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For phone personnel that makes that 38% impact of voice quality very, very important. Voice quality includes tone, softness or loudness, accents, grammar, volume, tempo, rhythm, inflections–in other words how we say it. These figures come from a study done in 1983 by Dr. Albert Mehrabian of UCLA. Â
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It makes sense to spend some of our training time forÂ
From a new employee’s perspective your organization might resemble Alice’s Adventures in Wonderland. Alice fell down a hole and encountered a world with strange new rules and an assortment of weird characters.