#020 The P.A.T.I.E.N.C.E. Principal

Do you (or the people that you manage work in a Call Centre, Help Desk or just have to make calls to potential or existing customers) struggle to inject enthusiasm into your voice when speaking to customers on the phone?

Do you (or members of your team) sound dull & boring?

Are you (or members of your team) difficult to understand when on the phone? Or need to repeat yourself/themselves

Do people just switch off when talking to you/your team?

We’ve all received the call, you know where the guy calling you just drones on in a dull, flat monotone voice or they speak so quickly that you don’t understand them OR the call is so filled with jargon that you don’t have a clue what they say OR they sound as if “their get up and go has got up and gone”

Have you ever listened back to a call you have made or maybe even one of your team has made to a new potential customer or perhaps even an existing client

Perhaps you or they need more P.A.T.I.E.N.C.E. when speaking. If so, check out my new video called The P.A.T.I.E.N.C.E. Principal

In it, I’ll share some tips on how to improve your engagement through your voice when on the phone. I talk about the importance of;

Pace

Articulation

Tone

Inflection

Emphasis

Natural

Clarity

Energy

 

A lot of people I work with reckon it’s hard to change their Pace, Tone, Emphasis, Energy etc but I get them to visualise that they can control their speech just as they would do with the Treble & Bass on a record player

Bass Treble Controls

Bass Treble Controls

For people of a certain age, the image on the left may remind them of the first record player they came across at home

 

 

 

Bass Treble Slide ControlsFor people slightly older (perhaps who had their teen years in the 80s and 90s) this may be more familiar

 

 

 

 

Imagine if you had a control panel connected to your voice

Imagine if you had your own personal Graphic Equaliser where you could turn knobs up or down or slide the control from left to right.

If you can just move the control to the left if you want to slow down a bit or turn the relevant control to the right if you want to inject more energy

Getting the balance right

Getting the balance right

 

If you can think it, you can do it

Go ahead check out the video here

Feel free to print off this template when coaching your team

 

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All the Best, All The Time

 

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