MANAGEMENT

Detailed explanation-1: -For all customer service representatives, the tone of voice is so important when it comes to making customers feel at ease, assured and happy. This is particularly important for call centre agents, who cannot use facial expressions or body language to express themselves to the customer.

Detailed explanation-2: -A better approach when you give bad news is to first take a step back and let them react. Then listen to what they have said and address any concerns by repeating them back and using an appropriate acknowledgement statement, such as: “I can absolutely see the issues that we’ve got here.”

Detailed explanation-3: -A tone of voice describes how your brand communicates with the audience and influences how your message is perceived. It reflects your brands personality, goals, values, areas of expertise and helps you connect with your audience.

Detailed explanation-4: -Generally, it’s better to be casual and friendly whether on the phone, email, or social media. According to a study by Software Advice, 65% of customers prefer a casual tone for customer support.