Do you feel you have trouble showing warmth over the phone? Some people consider themselves to be very friendly and likable in person, but report having trouble bringing that warmth into phone calls.
Aside from speaking several octaves higher than usual and imagining exclamation points at the end of every statement you make on the phone, how can you adequately show warmth over the phone when you’re speaking to customers?
There are a few industry tricks that can help you do just that. Find out how to show warmth over the phone in this blog post!
How to Show Warmth Over the Phone
What comprises warmth? The dictionary defines warmth as a “
To show warmth over the phone, follow these tips.
Mind your tone. When you answer the phone, keep your tone in mind. A high pitched voice sounds warmer and makes you come across as enthusiastic to the caller. Your tone when you answer the phone sets the tone for the conversation and the caller’s tone will usually follow suit.
Smile while you speak. When you smile, the muscle changes around your mouth cause your voice to sound differently. Studies have shown that callers can identify whether or not someone is smiling when they speak on the phone, and callers prefer to talk to someone who “sounds like they’re smiling.”
Change up your word emphasis. The words you emphasize when speaking can cause similar statements to be received in vastly different ways. Take this sentence for example: “How would you like me to handle this?” If you emphasize the word you, the statement sounds rude and offensive. If you emphasize the word handle, the statement sounds friendly and as though you are willing to jump in and take care of the issue.
Be formal, not sloppy. The words you use over the phone can help you show warmth. Surprisingly, the more formal you are (up to a point), the more warm you can sound to callers. You wouldn’t want to walk into a restaurant and have the hostess greet you with a hearty “Hey dude!” if (s)he didn’t know you, and you probably wouldn’t want to call a business that didn’t treat you with respect and some degree of formality on the phone. Stick with “You’re welcome” instead of “No problem,” “Thank you” instead of “Thanks,” and so on.
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