We all know tone is important (especially when we’re communicating with customers).
We can can use the most beautiful words and string them together in sentences of elegant precision. But if we aren’t saying these heavenly phrases with a tone that exudes positvity, confidence and strength…well then…the words are worthless.
Tone is a critical part of our face-to-face communication.
– 7% of spoken communication is the words we actually speak
– 38% of spoken communication is the way in which they are spoken (tone of voice).
– 55% of spoken communication is facial expression and body language
Tone is very important in face-to-face scenarios.
But what about on the phone? How important is tone when you remove the face-to-face element of an interaction? Obviously the largest factor in face to face communication is missing on the phone. Facial expression and body language mean nothing. So, tone becomes far more important.
In fact, on the phone, tone is 86% of our communication. The words we use are only 14% of our communication.
On the phone, you can’t smile with your face, so you have to smile with your voice.
With Convirza you can score calls on any element you want. Our customers score phone interactions on a variety of factors. One of the most common is tone. And guess what: better tone of voice has a direct correlation to selling more and providing better customer service.
Listen to this: we tracked one of our clients in the rent-to-own industry for 15 months, we found that they only used ‘good’ tone on the phone with a customer around 67% of the time. Now here’s the crazy part: when they made a sale, ‘good’ tone was used 94% of the time!
It’s quite simple: if you want to sell more or provide better customer service (or just get people to stop hating you and thinking you’re a rude jerk), you need to sound positive, happy, confident and powerful when you speak.
It’s all about tone!
