10 tips to unleash the potential of your voice for successful phone interactions

1. 10 TIPS TO UNLEASH THE
POTENTIAL OF YOUR VOICE
FOR SUCCESSFUL PHONE
INTERACTIONS
IMPROVE YOUR
VOICE, IMPROVE
YOUR BUSINESS

2. 1.Adopt a good sitting
position to produce a
better voice
It is essential to adopt a good
posture!
Let's begin with the basics – your posture
matters, a lot!
Your voice isn't just a vocal cord thing; it's
made of muscles, tissues, nerves, and more.
Fun facts: There are more nerves in the
muscles of the larynx than any other muscles
in your body (with the exception of your
eyes)! And you've got more muscles above
your shoulders than below them. That means
when you talk, you're using three-quarters of
your body!
So, your body definitely plays a crucial role
in how you sound. Your posture affects your
breathing, and your breathing affects how
you speak.
When you've got good posture, you can
breathe more easily, and guess what?
Your voice sounds clearer!

3. 1.Adopt a good sitting
position to produce a
better voice
Bad posture automatically reduces the
volume of the chest cavity and promotes
shallow breathing from the upper chest.
When you breathe using the upper chest, you
fill only the upper lobes of your lungs that
constitute only a small fraction of your lung
capacity.
When your shoulders and chin are
dropped the words are more muffled.
This could give someone listening to you the
impression that you sound unhappy,
unconcerned or even bored and
uninterested.

4. When you’re talking on the phone, here’s
a nice trick to project a better voice:
Stand up.
Standing puts less pressure on your
diaphragm than sitting down, making your
voice clearer and your sales pitch more
convincing.
The act of standing can also make you feel
more active, engaged, and ready to take on
tasks. This psychological boost
contributes to a perception of increased
energy and confidence.
You’re also more likely to adopt a normal
pattern of conversation. If you’re standing
up you can freely gesticulate and this
freedom of movement mimics a normal face
to face conversation – resulting in more
natural speech patterns.
1.Adopt a good sitting
position to produce a
better voice
Remember, before you dial that number or
take that call, straighten up – good posture
radiates confidence all the way through the
phone.
Get moving, get selling!

5. 2.Choose the correct
tone to convey your
emotions
Let me hear your tone and I’ll tell
you how you feel!
In phone-based customer service and sales,
mastering the right tone is crucial for
creating a positive and productive
interaction with your customers.
It's not just a saying; it's a golden rule in
phone communication.
The way your voice sounds is an expression
of your attitude, personality and character.
Your tone tells others about your mood,
sets the emotional context of the
conversation, and can influence its
outcome.
Your tone of voice is like a window into your
mood and emotions. That’s why we can
determine whether a person is happy, sad,
bored, or anxious—just from the way they
speak.

6. 2.Choose the correct
tone to convey your
emotions
Emotions leak out through your tone, not
your words.
In essence, we can ‘hear’ what isn’t being
said and the feelings and emotions being
communicated.
So, listen closely to your customer's tone; it's
a clue to their satisfaction or
dissatisfaction.
How to navigate different
scenarios with the appropriate
tone
EMPATHETIC TONE IN FRUSTRATING SITUATIONS
When a customer is frustrated or facing
challenges, adopting an empathetic tone
can work wonders. It shows that you
understand their concerns and are
committed to finding a solution. Using a
soothing and empathetic tone can help
diffuse tension and build trust.

7. 2.Choose the correct
tone to convey your
emotions
CONFIDENCE AND ENTHUSIASM FOR SALES
In sales calls, projecting confidence and
enthusiasm through your tone is essential. An
enthusiastic and confident tone can be
persuasive, conveying your belief in the
product or service you're offering. It
energizes the conversation and
encourages customers to engage.
How to sound friendly? Simple:
SMILE!
Research has shown that a smile influences
how you speak, and yes it can be "heard"
through the phone!
Physiologically, when you smile, the soft
palate at the back of your mouth rises,
making sound waves flow more smoothly.
Smiling helps your voice come across as
friendly, warm, and receptive.
Conversely, if you're on the phone with a
negative posture, a frown on your face, and
a defensive attitude, it will show in your
voice.
SMILE AFFECTS YOUR TONE!

8. 2.Choose the correct
tone to convey your
emotions
SMILE BOOST YOUR MOOD!
Studies have shown that even forced smiles
can boost your mood.
When you smile, your brain releases a cascade
of feel-good chemicals, including endorphins
and serotonin. These neurotransmitters are
natural mood lifters and pain relievers. So, by
putting on a smile, you're essentially giving
your brain a chemical cue to elevate your
mood.
Moreover, smiling - even if it's not
spontaneous - can reduce the release of
stress hormones like cortisol. This can lead to
a decrease in stress and anxiety levels,
helping you feel more relaxed and in control.

9. Smiling often leads to more positive and
upbeat communication. Your tone becomes
warmer, and your words become more
reassuring, creating a better experience for
the customer. They'll sense your enthusiasm,
your willingness to help, and your confidence
in the product or service you're offering.
Even if a customer calls in with concerns, a
smiling voice can reassure them and turn the
call into an opportunity to address their
needs. It's a secret weapon for sales and
customer service professionals to establish
rapport and build trust. So, remember, your
smile isn't just seen; it's heard, and it can
make all the difference in closing that
deal or improving the experience that your
customer receives.
2.Choose the correct
tone to convey your
emotions
SMILE BUILDS RAPPORT!
In customer service and sales, the tone of
your voice plays a pivotal role in shaping the
perception of your interactions. Being able to
select the right tone allows you to effectively
convey a range of emotions such as empathy,
enthusiasm, or confidence and can make your
customers feel welcome and valued.

10. 3.Lower your pitch to
sound more in
command
Pitch, simply put, refers to how high or
low your voice sounds.
High-pitched voice
People who speak in squeaky, high voices
may come across as insecure, inexperienced,
or lacking confidence. An overly high-
pitched voice can give the impression of
being junior or lacking authority, which is
not the ideal image when dealing with
customers seeking answers, especially when
they are anxious.
Low-pitched voice
Conversely, a lower-pitched voice is often
associated with authority and command. If
you aim to project a more authoritative
image, consider lowering your voice a few
notches. A lower voice is typically
perceived as stronger, more confident,
credible, and in control of the situation,
as opposed to a high-pitched voice.

11. The key is not to drastically change your
pitch, as that may come across as unnatural.
Instead, aim to introduce slight variations
in your pitch to emphasize different parts
of your message.
For instance, during moments of confidence
and authority, you can lower your pitch
slightly. When expressing enthusiasm or
warmth, you might raise it a bit. Varying
your pitch helps keep your communication
engaging and dynamic.
3.Lower your pitch to
sound more in
command
Variation is key
However, it's important to find a balance.
Going too low in pitch can lead to speech
that sounds rumbling, unclear, or ponderous.
Remember, the goal is not to drastically alter
your voice but to find a pitch that aligns with
the impression you want to convey – one that
exudes confidence and command without
sacrificing clarity and approachability.

12. 4.Modulate your voice
to sound more
interesting
Let's talk about inflection and why it's
crucial to avoid sounding monotonous and
robotic.
Inflection shows interest
Inflection refers to the movement and
melody of your voice, the highs and lows,
and it reveals your level of interest in what
you're saying. When your voice lacks
inflection, it can come across as boring
and tedious, indicating little or no
enthusiasm for the subject matter.
Speaking in a monotone manner suggests
you're disinterested in what you're
discussing. This can make you appear bored
and unengaged, whether you're talking
about a product or interacting with a
customer.

13. 4.Modulate your voice
to sound more
interesting
Change the meaning with
inflection
Inflection is a powerful tool that can alter
the entire meaning of a sentence. There are
three primary tonality patterns:
Question: When your voice rises at the
end of a phrase, it signifies a question.
For instance, "You want to buy this?"
Statement: A level, plateaued voice
indicates a statement. For example, "You
want to buy this."
Command: When your voice falls at the
end, it conveys a command. Like, "You!
Buy this."

14. This occurs when your pitch changes from a
lower to a higher note within a vowel. The
rising intonation signals that it's a question,
inviting a response. However, if your tone
frequently ends on a high pitch, it can
make you seem uncertain or unsure,
potentially undermining your confidence
and the customer's perception of your
offering.
4.Modulate your voice
to sound more
interesting
UPWARD INFLECTION
In contrast, downward inflection involves a
change from a higher to a lower note within
a vowel. This downward intonation
commands attention and suggests
confidence, finality, power, and certainty.
Lowering your inflection at the end of a
sentence makes your message more
impactful and conveys your belief in what
you're saying.
DOWNWARD INFLECTION
In essence, by mastering inflection, you can
add depth and engagement to your speech,
ensuring that your communication is not only
informative but also interesting and
persuasive.

15. 5.Put power on words
to emphasize the key
points
Defining power in speech
Power refers to the emphasis or stress
placed on a specific word or part of a
word by altering the pitch or raising the
volume. It's a linguistic tool that can
profoundly affect the message you convey.
Ever wondered how emphasizing certain
words can completely change the meaning
of what you're saying? That's the power of
stress or emphasis in your speech.
The art of emphasis
By emphasizing a particular word in a
sentence, you can alter its meaning
entirely.
Pay close attention to where the emphasis is
placed in a sentence to fully grasp the
intended message.

16. By strategically stressing certain words,
you can effectively highlight key points,
convey your intentions, and ensure that
your message is understood as intended.
It's a valuable tool for making your
communication more precise and impactful,
whether in sales or customer interactions.
5.Put power on words
to emphasize the key
points
Let's look at this example: 'I didn't tell her
you were stupid.'
In each of the following sentences, the
emphasis is put on a different word (the
word in bold and uppercase). See how the
meaning shifts with the emphasis?

17. 6.Vary the volume to
get your customer to
actively listen
The art of volume adjustment
Volume control is a crucial aspect of
effective communication. You don't want
to be too loud or too soft; finding the right
balance is key.
Your voice volume should be appropriately
modulated to ensure that customers can
hear you clearly without feeling
overwhelmed or ignored.
SPEAKING TOO QUIETLY
If you speak too quietly, you may come
across as shy or difficult to understand.
This can lead to frequent requests such as
"Could you repeat that?" – not an ideal
scenario when you're trying to provide
excellent customer service or effectively
highlight a unique selling point of your
product.

18. On the other hand, speaking too loudly can
be perceived as aggressive, brash, or
overbearing. It may make customers
uncomfortable and less willing to engage in a
productive conversation.
The key is to strike a balance where your
voice is audible, clear, and pleasant to listen
to. Adjust your volume according to the
situation and the customer's preferences.
SPEAKING TOO LOUDLY
Effective volume modulation ensures that
your message is heard and understood
without overwhelming or underwhelming your
audience, making it an essential skill for
sales and customer service professionals.
6.Vary the volume to
get your customer to
actively listen

19. 7.Use pauses to allow
your customer to
reflect on your words
Pauses, often underestimated, play a
crucial role in facilitating better
understanding and engagement in your
conversations.
The power of pauses
Pauses are not merely empty spaces in
speech; they are potent tools that pique
curiosity and encourage active listening.
They compel your audience to want to
know more and to pause themselves to
truly absorb what you're saying.
By breaking your speech into smaller,
digestible segments with pauses, you
significantly improve speech
comprehension. Your ideas are conveyed
more persuasively when you give your
listener the mental space to process and
absorb each point.
ENHANCING COMPREHENSION

20. Pauses also grant your customer the
invaluable gift of time to reflect on your
words. They can start making connections
between what you're saying and their own
experiences or knowledge in real-time,
fostering a deeper understanding of your
message.
Incorporating well-timed pauses into your
communication not only enhances
comprehension but also allows for a more
profound connection with your customer. It
provides them with the mental space to
engage actively with your words and can
even reveal underlying emotions that might
otherwise go unnoticed.
7.Use pauses to allow
your customer to
reflect on your words
REFLECTION AND CONNECTION
CONVEYING EMOTION
Interestingly, pauses can convey emotional
states. For instance, several pauses before
or after words may indicate that the customer
is experiencing strong emotions like anger.
For example, "I am... so... angry I can
hardly... speak." Pay attention to pauses, as
they can provide subtle insights into the
speaker's emotions or the underlying
message.

21. 8.Fine-tune your speech
rate to hold your
customer’s attention
The speed at which you speak can
significantly impact your customer's
ability to understand and stay engaged
with your conversation.
Optimal speech rate
Speak at a pace that allows your customer
to comprehend and maintain interest in your
dialogue. The speed at which you
communicate should match your customer's
natural listening pace.
If you speak too rapidly, your customer
might struggle to keep up mentally, and
they might disengage quickly. While some
parts of your message might get through,
most will not. If your customer is swift with
their words, having quick responses ready
can help maintain their engagement.
THE DANGERS OF SPEAKING TOO FAST

22. 8.Fine-tune your speech
rate to hold your
customer’s attention
Strategies to speak slower
Clear enunciation forces you to
pronounce each word distinctly and avoid
slurring or eliding syllables. This naturally
slows down your speech.
On the other hand, if you speak too slowly,
your customer might find it irritating or
lose interest as their mind wanders
elsewhere. Balancing the pace is key to
holding their attention.
THE PITFALLS OF SPEAKING TOO SLOW
FOCUS ON ENUNCIATION
Oral communication consists of phrases and
sentences, and punctuation guides the
pauses. For instance, you pause briefly after
a question mark, a bit longer after a comma,
and the longest after a period. By focusing
on phrasing, you can naturally slow down
your speech and make it more
comprehensible.
CONCENTRATE ON PHRASING

23. Thoroughly prepare and practice your
content in advance. Familiarity with your
material allows you to speak confidently
and naturally at a faster pace.
When you've rehearsed your presentation
thoroughly, you can speak more quickly
without stumbling over your words.
PRACTICE AND PREPARATION
Structure your sentences for maximum
efficiency. Avoiding unnecessary repetition,
and getting to the point quickly enables
faster communication.
Example: Instead of saying "In conclusion, I
would like to say," simply say, "In
conclusion."
CONCISE PHRASING
Adapting your speech rate to match your
customer's listening pace is a valuable skill.
It ensures that your message is not only
heard but also fully understood and engaged
with. By striking the right balance, you can
keep your customer's attention and foster
productive, effective communication.
8.Fine-tune your speech
rate to hold your
customer’s attention
Strategies to speak faster

24. 9.Articulate for a
better understanding
Why articulation matters
Articulation refers to the clarity with
which you pronounce words and sounds. It
plays a critical role in ensuring that your
message is comprehensible to your customers
or clients.
Here's why articulation is crucial:
Effective verbal communication is a
fundamental skill, especially in customer
service and sales roles, where conveying
information clearly and being easily
understood are paramount. One key aspect
of achieving clarity in your
communication is improving your
articulation.
Proper articulation ensures that each word is
pronounced distinctly. When you articulate
well, your customers can follow your
conversation with ease, reducing the
likelihood of misunderstandings.
CLARITY AND UNDERSTANDING

25. 9.Articulate for a
better understanding
Clear articulation is a sign of
professionalism. It reflects your
commitment to effective communication
and your respect for your customers' time
and needs.
PROFESSIONALISM
When you articulate your words confidently,
it conveys a sense of assurance and
expertise to your customers, which can be
reassuring in a customer service or sales
context.
CONFIDENCE
Tongue Twisters for articulation
practice
Tongue twisters are fun and effective
tools to improve articulation. They consist
of sequences of sounds and words that are
challenging to pronounce, requiring precise
articulation.

26. Practicing these tongue twisters can help
you improve your articulation and
pronunciation, leading to clearer and more
effective communication during customer
service or sales interactions.
9.Articulate for a
better understanding
Here are a few tongue twisters to get you
started:

27. 10.Avoid filler words,
sounds and phrases to
sound more credible
The impact of filler elements
In customer service and sales, credibility is
essential. Filler words, sounds, and
phrases can detract from your credibility
as a speaker.
They include "um," "uh," "ah," and phrases
like "I think that," "you know," and "what I'm
trying to say is." Here's why eliminating them
is crucial:
WEAKENS CREDIBILITY
Filler elements contribute nothing to your
message and can weaken your effectiveness
as a speaker. They may be perceived as
indicators of lack of preparation,
knowledge, or passion, which can erode
your credibility.

28. 10.Avoid filler words,
sounds and phrases to
sound more credible
DISRUPTS FLOW
Filler elements disrupt the flow of your
speech, making it harder for your audience
to follow your message smoothly.
REDUCES IMPACT
Using filler elements can dilute the
impact of your words, making it less likely
that your customers will take your message
seriously.

29. By consciously working to eliminate filler
elements, you'll enhance your credibility as a
speaker in customer service and sales
interactions. Your message will come across
as more polished, confident, and trustworthy.
10.Avoid filler words,
sounds and phrases to
sound more credible
Strategies to eliminate filler
elements
SLOW DOWN
One of the reasons people use filler
elements is to give their brain extra time to
process thoughts. Slowing down your
speech can reduce the frequency of
"um's" and "ah's" because your brain
doesn't feel as rushed. Even a modest
reduction in your speaking pace can help.
EMBRACE THE PAUSE
Instead of using filler words, replace
them with brief moments of silence. While
this might feel uncomfortable at first, it's a
powerful technique. Pauses can make your
speech more impactful and allow your
audience to absorb your message. Practice
and commitment to change will help you
adapt to this approach.

30. IMPROVE YOUR
VOICE, IMPROVE
YOUR BUSINESS
In the world of customer service and
sales, phone interactions are the
frontlines where connections are
forged, deals are made, and
relationships are nurtured.
To master the art of phone communication,
remember that your voice has the power to
convey emotions, build trust, and make a
lasting impact. By adopting these strategies and
refining your skills, you can excel in the world of
phone-based customer service and sales.