MANAGEMENT

Detailed explanation-1: -Be Positive and Upbeat: Your tone should always start positive and upbeat. There’s a reason why, for decades, customer service leaders have been training representatives to smile while they’re on the phone. It’s because positivity, perhaps more than anything else, will translate onto your customers.

Detailed explanation-2: -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-3: -Customers prefer informal banter No matter how young or old the customer was, they typically preferred a casual tone and style in writing.