Five Factors of a Positive Voice Image
1. Tone: Your voice tone demonstrates and displays emotion; warmth or coldness, smoothness or roughness, harshness or gentleness, tension or relaxation. The very same sentence, said with a different tone of voice, can mean very different things. For example, if you say, “I can help you with that.” Your voice can imply warmth and helpfulness. Or your voice can communicate impatience. Being aware of the tone you use when words or sentences are spoken is invaluable to your success in building a positive rapport with the caller. Volume : Volume is the loudness or softness of your voice. Speaking with just the right volume is associated with self-assuredness and competence in our culture. Low volume suggests timidity and lacks authority. A loud voice is seen as angry and rude. Your primary goal is to adjust your voice volume to a moderate level so you are easily understood and received by your caller. Rate: Rate is the speed of your delivery; that is, how quickly or slowly you speak. There are CSRs who have a tendency to speak far too quickly. This can be a result of nervousness or impatience. Others, perhaps those who have not memorized their scripts or are unsure of what 2. 3.
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