May 21, 2006 at 3:34 pm
· Filed under practice Elearning
- Pace, volume, inflection, intensity and attitude are five main elements of tone of voice.
- In unit one, I learnt: Pace is defined as the rate of a movement when you talk. Use proper pace while speaking helps to create an image in listener’s mind. Volume of voice means loud or soft. The use of correct volume helps to convey your idea effectively. Customers are able to figure out what are the important things you try to explain in the conversation by they automatically recognise your voice volume. Inflection and intensity mean the highs and lows of your speaking voice, which can make a conversation more interesting, therefore customers are willing to continue talking, also it servers the same effect as volume. Pace, volume, inflection and intensity profile your speech a unique characteristic, and integrate with your emotion and attitude. Therefore proper attitude is a fundamental requirement for the efficiency of tone of voice. Gesture is very important to make conversation interesting and effectively convey your emotion and attitude to customers, also it helps for non-English speaker interpretation.
- In unit two, be careful with the words you using during customer services. Because they make a real difference of customers’ interpretation. In this unit, gives examples to demonstrate learners the right words to use for clearly justify their response (either solution or limitation) to customers’ enquiries.
- Being in the field of customer services, we as the service people should be able to recognise customer needs, therefore we are able to meet their satisfaction. In unit three, I have been taught to recognise four different styles of customers, which are demanding (bottom line and result oriented), influencing (relationship oriented), steady (service and security oriented) and complain (detail oriented) customers. After my practice during either online training or in real life situation, I found that I am able to recognise these four customer styles, and match proper service skill for giving their desire.
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