Voice tone can really resonate with customers

How to be Heard

Being aware of what your customers see and hear and how they respond to you — whether it's over the phone or face-to-face — is the key to communication success. It's not just what you say but how you say it that matters. Making a conscious effort to manage your tone of voice when a customer is upset will help you deliver your message more effectively, possibly diffuse a difficult situation, and leave your customer with a positive impression of your business. Here are some tips to help you manage those tough conversations:

• Stay positive. Watch and listen for reactions and responses to your questions and suggestions. Learn how your communications affect people. For example, "I understand why you're unhappy and I'm here to help" is a far better response than "You'll need to take this up with customer service."
• Slow down your speech. Quickly saying more than what your customers want and need to hear is a mistake that most people make. Deliberately introduce more pauses. That will help you think on your feet and allow your customers to understand your point of view as well as their own.
• Gesture to create a positive visual impression. When your gestures and speech convey the same information, they're easier to understand. Confident communicators use their gestures to add emphasis to their words, but avoid fidgeting.
• Speak to be heard. Don't whisper or talk too low; adjust your volume for maximum effect. Your voice is your greatest asset. Sound like you mean what you're saying.