Research shows that 87% of people’s opinions are formed based on the tone of our voice, while only 13% is based on the actual words we use.

 

tone-vs-vocabulary

 

So what does that mean for your organization? Uhhhhh…a lot? Yeah, let’s go with a whole lot.

Why? Well, if you have a phone number for your business, and current / potential customers call that number, and people are the ones answering the phone, and you are in the business of creating more business, then those people, and the way they conduct themselves during each and every call, play a large part as to whether your business will be receiving additional business.

Try saying that 40 times fast.

But let’s think about it for a moment — when you have a positive phone interaction with a representative of an organization, was that person’s tone pleasant? Angry? Dismissive? Helpful? Are you more or less likely to deal with that business again should the interaction have been a negative one? And, do you want to read about someone having a positive or negative experience with your company on your company’s social media feed?

It doesn’t take long after a customer hears the tone of your voice to pick up on your attitude. In fact, your customers know within ten seconds of initiating the call whether they’re talking to beauty or the beast.