I love Irish music. The way that it manages to be sweet and melancholy at the same time has the power to lift me out the present moment and place me on another continent and another time. Before we had orchestras, we had our voices, the first human instrument.
What if we could use our voice as an instrument of customer service? Chances are that we are doing it already. If you’ve ever raised your voice in passion to drive home a point in a conversation, or slowed down your rate of speech to soothe an upset friend, you’ve experienced the power of your voice as an instrument of service.
When we greet a customer, we can use a light and happy tone to signal that we are happy to see them.
When a customer is angry, we can lower our tone to one of gentleness, and speak a bit more slowly to communicate our concern and compassion.
When we are listening to a complex problem, we can say (with a hint of guardedness) “Let me make sure I understand..” to communicate how important it is that we got the message.
When a customer is sharing something personal and lighthearted, we can place a hint of laughter in our voice, to show them that we are sharing in the moment.
And sometimes, when words seem meaningless, a shared silence or the comfort of a hand on someone’s shoulder can say more than words ever could. Your voice is an instrument.
Experiment with all of those emotional scales. Using them with intention, like a master pianist uses notes, and you’ll create an impact that goes long beyond the content of your words. And let me know how it works for you, OK?
Cheri Baker, MA, SPHR is the President of Emergence Consulting. Emergence Consulting's services include Management Coaching, Leadership Development, Team Building, Customer Service and Communication Skills Training and Strategic Planning in the Seattle, WA area.
More information on her programs can be found:http://www.emergenceconsulting.net
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