Are You Using The Right Tone of Voice With Your Clients?


It is fair to say that the visual part of a company or business is an essential aspect. However, before and after a person contacts us, the importance of tone of voice with our customers comes into play. Therefore, the visual and verbal combine to differentiate us from the competition.

Just as you are looking for your target customer to be able to connect with him and provide a better service, in the same way people look for a business with which they feel comfortable and have the feeling of talking to a real person. For this reason, a brand needs a face, a defined way of behaving and expressing itself.

Why Tone of Voice Matters in Customer Service

For a person to really trust and believe in your brand it is necessary to have a developed tone of voice. If the behavior of a brand, with its messages and its attitude are not interconnected with each other, it is very difficult, if not impossible, for a client to give you their vote of confidence.

According to studies by psychologist Albert Mehrabian, the potential of communication lies 7% in the words and 38% in the tone of the voice. So in addition to taking care of what is said, you have to take care of how it is said. The importance of tone of voice in communication is indisputable, it allows you to show originality and make a difference.

When you are already reliable and unique, you will be able to establish better communication with your customers and, therefore, a more human connection with your company. This is the key for a business or a brand to be maintained over time, because they are the aspects that people value the most.

Qualities of the appropriate tone of voice for your customer service

The possibilities to define your tone of voice are diverse, it depends on who your main customers are, what your business offers and the different scenarios that occur when talking to a user. It is not the same to tell a person who has just won a raffle than to have a conversation about a delay in services. The qualities of the tone of voice are based on five points that you should know.

  1. Tone: here we talk about high and low tones, the variations between each of them convey different emotions. For example, traditionally the low tones associated with the male voice communicate security, calm and closeness; while the high tones related to female voices express joy, surprise and kindness.
  2. Intensity: This refers to the volume of the voice being used. As far as possible you should never go to extremes, always keep a neutral volume. If you speak loudly, it is perceived as annoyance or intimidation, or if you hardly listen to yourself, the client simply does not understand you.
  3. Vocalization: Another essential aspect for a client to understand you is vocalization, the way in which each of the words are articulated to be clear with what you want to say. It is also closely related to the way we speak; When communicating with the client, avoid fillers and redundancies.
  4. Tempo or speed: Within the qualities of the tone of voice, the speed determines the rhythm of the style of a business. Follow the same moderation as with intensity, whether it is slow or fast, always look for an intermediate level to avoid clients not understanding or boring them what you say.
  5. Expressions– Leave out puns, abbreviations, or terms from other languages ​​that a customer may not be able to understand. In the same way, do not give so many laps, try to be as clear as possible. The importance of tone of voice is based on being concrete, simple and concise in each of your sentences.
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Now let’s look at the most common tone of voice types.

1. Warm tone of voice

Warmth is highly appreciated within the business area and the world in general. Kindness, empathy and willingness to help communicate with her. It involves listening to the other with attention and in a positive way. It is usually reinforced at the beginning and end of a conversation. This tone of voice accommodates all situations that may arise. Clients are very comfortable with this form of communication.

2. Calm tone of voice

In such a hectic day to day, knowing how to control emotions even in negative situations is a point in your favor. The calm tone of voice is widely used in customer service, when receiving claims or complaints about products. In no way can a hostile or defensive tone help to reach solutions with the client. Staying calm is the key.

3. Persuasive tone of voice

Convincing people to make certain decisions is an art that not many master. In the event that a customer purchases a product or service, the persuasive tone of voice needs to combine a lot of confidence, congruence and an extremely positive charisma. It is not a matter of luck, but of developing an appropriate tone for the clients you are targeting.

4. Suggestive tone of voice

The suggestive tone of voice attempts to gently advise or even teach clients certain methods. You should never try to impose something, raise your voice or order, since all this is very annoying. Even if you know a lot about something or are a professional in the field, put aside the arrogance and simply share an opinion cordially.

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5. Safe tone of voice

This tone is one of the main bases of a good business. You must be sure of your products, if not, how are you going to offer them to others? And it is not just about believing it, that has to be reflected in a firm tone of voice, without hesitation. A confident tone of voice reflects seriousness and professionalism; Customers will take you more into account and will also establish more direct communication, which will help you improve your services.

1. Learn who your customers are

The types of tone of voice in communication may seem to match perfectly, while others may contradict each other. What you have to try is that it is clear, positive and expresses interest in improving the satisfaction of your customers.

To set the tone of voice for your business or your brand, identify who your target customer is. Depending on him and the interests he has, he establishes what tone of voice he perceives best. For example, a persuasive tone of voice is ideal when negotiating with your clients who have decision-making power in their companies.

2. Use the right pronouns

Very attached to the previous point, already knowing your target customers, you can know how to address them. You can tell them about yourself, about you or, if there is more proximity, about us. It depends on the formality or informality to which the tone of voice of your business can be lent.

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3. Remember the values ​​of your company

To get the keys to an authentic brand identity, ask yourself, what do you want to convey to your customers? And what are the values ​​on which your business is based? Answers must be concise; even if you wanted to cover everything, the best thing is that you focus on the main points that will govern the image and communication of your business or company.

Perhaps your organization has professionalism, seriousness and the fulfillment of objectives as a starting point, so a safe and friendly tone would be the most appropriate. On the other hand, if the company is cheerful and seeks creative solutions, a warm tone of voice will be perfect.

4. Create a manual for different situations

You may be perfectly clear about the personality of your brand, but the other members of the organization may not. In general, it is established that it must be positive, but that is a very open option that lends itself to many interpretations.

So create a tone of voice manual for most situations that may arise: whether it be to sell, clarify doubts, give gifts, cancel services, complaints and others. Service manuals are generally based on tables of dos and don’ts to express and do with customers. The more defined, the better, because this way the service agents and any employee in contact with the clients will be able to adapt it according to the context.

Satisfy your customers through communication: use these tips to get all your agents to use the right tone.

Jerry Gordon

About Jerry Gordon

Webmaster, nature and tech lover. Jerry manages the day-to-day operations at DigiToolsadvisor. He loves enjoying his free time, but most of all, trying new tools to master.