Business Quick Tip of the Day: Developing a Pleasing Telephone Personality

Not everyone conducts their business online. Sure, these days it's easy to point and click to get what you want; that's the way of the 21st Century. However, you may be surprised to learn that many businesses conduct many of their transactions the old fashioned way - by using the telephone as the primary means of gaining customers and making money.

A pleasing telephone personality is something that most people are not born with, but with a little attention, even the gruffest curmudgeon or greenest high school student can deliver a professional phone voice sure to please any customer.

When speaking over the telephone, the voice is the ONLY medium for expressing personality and conveying ideas. The telephone transmits sound as the sound is presented to it. It does NOT eliminate the faults of enunciation, but rather has a tendency to emphasize them. Since it is a mechanical device, the telephone tends to dampen the tone of the voice it transmits.

These are just some basic tips to use toward improving your business telephone voice. Fix the mind carefully on any features in need of improvement: through daily practice, make your voice an asset to you at all times and under all circumstances.

1. POSTURE
As hard as it may be to believe, good posture is essential for proper breathing. Make sure you are sitting comfortably, upright, and with both feet on the floor.

2. BREATH CONTROL
Proper breathing is the foundation on which the voice is built. Deep breathing is essential. Shallow breathing causes breathlessness and interrupts the flow of words.

3. AUDIBILITY
A well-modulated voice carries best of the telephone. Talk directly into the transmitter. If using a hands-free device, make sure it is positioned so that your caller can hear you. Use a normal tone of voice, neither too loud nor too soft.

4. ENUNCIATION AND ARTICULATION
Speak clearly and distinctly. Move the lips freely giving every word and every syllable its proper form and value. Remember that a person cannot read lips over the telephone.

5. RATE OF SPEECH
Adapt the rate of speech to the calling party. A moderate pace is best for most, but you may have to slow down for the elderly, the very young, or for those not well versed in English.

6. PITCH
Women's voices especially can change because of nervousness. Attempt to keep the pitch low.

7. INFLECTION
Concentrate on vitality, enthusiasm and alertness. Variation in tone helps bring out the meaning of sentences and adds color to what is said. You can use tone to emphasize key points of your phone presentation.

8. VOCABULARY
Choose words that the listener can understand. Absolutely avoid technical terms and slang. Generally, express ideas simply, but do not use words that have been overworked. The idea is to sound as professional as possible. Conversely, some terms have to be used in order to understand the intent of the caller, but you will want to keep these common terms to a minimum.

And finally:

9. USE A MIRROR
Position an inexpensive mirror nearby. The reason for this may sound silly, but it has some basis in fact. If you are looking at your own reflection, you just may feel like smiling. If you are smiling, your grin will transfer to your voice. A happy customer service representative will likely gain more business for your company.