Nearly 20 years ago, as manager of a growing automotive leasing company, I was researching specialty bus manufacturers to represent. It had finally come down to two manufacturers, either of which would meet the service and pricing needs of my clients in the hotel and car rental industries. One was headquartered in my home state; the other was 2,500 miles away, in California.
Based on a telephone voice, I chose the California manufacturer. The sales department secretary had a soft, soothing voice and a tremendous telephone personality. Moreover, she was a great storyteller. If you asked about her weekend, she could rhapsodize about the crisp evening air and star-filled skies encountered on a camping trip to the mountains. Whatever the story, it was always captivating. I invariably looked forward to our telephone chats.
Why did this anonymous voice make the final difference in my decision? This woman also fronted as the company's customer service representative. Complaints went to her before being processed to the proper department. Since all clients experience problems at some time or another, I knew that any problem calls would receive a warm, welcoming voice, and that her telephonic talents could disarm the most hostile client.
Do your clients and prospects respond to voices or effective telephone personalities when they call your office? Do they hear someone rattling off words like a computer printout, or do they experience the subtle nuances of a pleasant conversational voice?
The insurance industry spends millions of dollars annually on education, but little is done to further the art of the voice despite the fact that a significant portion of insurance business takes place over the telephone. A comfortable voice is a tremendous asset in personal meetings, too.
How you say something is often more important than what you say! Phrasing, changes in pitch, inflection, pauses, and pacing dramatically enhance the force and feeling of the words. If you need proof, compare your own reading of Shakespeare with a professional actor's reading. Same words, different impact!
At your next party, try the old 'goodbye gimmick.' Bid farewell to your guests with a smile, a hug, or a kiss, saying, 'Glad you could come; we had a really terrible time!' Most will never hear the word 'terrible,' simply replying, 'We really enjoyed ourselves. Thanks for having us over.'
Professional Assistance
Professional help for vocal development is only a phone call away, in most cases. Just check your local Yellow Pages under Speech Pathologists, Public Speaking Instruction, or Music Instruction-Vocal. These services aren't equally needed, but the occasion can arise-particularly if you have a valued, competent staff member who has a specific vocal problem. The cost of treatment is far less than the cost of replacement.
Speech pathologists can help overcome physical disorders such as noticeable nasal sound, lisping, stuttering, and even heavy accents. Public speaking instructors can assist with forceful and effective delivery, and self-confidence. Singing coaches are a great help in learning how to control your breathing, phrasing, and the ability to make words express feeling.
Experience and Practice
In most cases, vocal improvement can be achieved with practice and experience. Joining Toastmasters or other associations that require practice in public speaking is an ideal way to gain experience and practice vocal technique. Making presentations at in-house company meetings is another.
An inexpensive method of vocal telephone training merely requires a tape recorder and a bit of role playing. You might even set aside a specific training session to conduct such training on a more formal basis. Hooking the recorder to the telephone, one person role-plays the customer while the other plays the role of the agency/company staff member.
After the conversation, conduct a constructive group critique. Make sure that each person plays a staff role at least once per session. Held quarterly, or more frequently if necessary, these self-help sessions will result in dramatic improvement of individual telephone technique.
Work on Your Delivery
Some very simple delivery techniques can improve your effectiveness on the telephone. They can become second nature if you take time to learn them through consistent practice:
- Vary your speaking speed. No one likes a single-speed voice, also known as a monotone.
- Let humor shine through. A chuckle goes a long way in establishing rapport with the other party on the line.
- Put some inflection into your voice. Begin sentences on an upbeat note. Ask questions with a rising inflection at the end. Normal sentences should end with a decisively lowered inflection.
- Use your lower ranges. The lower the tone of your voice, the more sincere and confidential it sounds.
- Acknowledge interest in the caller. As you listen, sprinkle supportive comments through the other person's narration. When appropriate, you can express concern and sincerity with such simple phrases as 'I see,' 'I understand,' or 'I agree with that.'
- Develop a sense of timing. Pace your words for maximum effective, slowing down when making a crucial point. A pause, for instance, can indicate reflection. A 'pregnant pause' can even answer a question.
Ten Tips for Telephone Success
- SMILE! Merely by smiling as you talk, your voice becomes warmer, more cheerful. The telephone eliminates normal communication signals such as body language, gestures, and facial expression. All you have is your voice-and a smile warms that up.
- BE CHEERFUL! Every phone call offers an opportunity to be of service, to help someone fill a need. Let your enthusiasm at this opportunity carry over in your voice.
- SET YOUR MIND! Cultivate a positive mental attitude before picking up the phone. Remember, it is an opportunity to help someone. Listening to a motivational tape on the way to work will help set your mind for the day.
- BE EASY ON YOURSELF! Take time during the day to refresh yourself. If you've just handled a stressful call, take a moment to regroup before proceeding to the next call.
- BE HELPFUL! Reach out to the other person. Help clients solve a problem or fill a need. Use your expertise to provide solutions, not roadblocks.
- BE COURTEOUS! Good manners are not an option. Treat your telephone contact as you would like to be treated yourself. Avoid using slang.
- YOUR MOUTH IS FOR TALKING! The telephone picks up a lot of sounds other than your voice. Gum chewing, sipping coffee, smoking, yawning, and other such nonvocal uses of the mouth usually come through the phone-loud, clear, and annoying!
- BE CLEAR! Successful communication requires clear input of information. Keep your sentences simple and to the point.
- LISTEN! Communication is a two-way process. Allow time for the other party to state his or her business and to respond to your comments.
- BE YOURSELF! Allow your own unique personality to shine through the telephone. Be personable by being yourself.