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!
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.
It makes sense to spend some of our training time for
