how to sound confident on the phone | FOR CALL CENTER AGENTS

i think the best way for me to explain this is through the selfish syllables so here it goes i'm sorry doremi fossola today i am going to talk about the most effective trick on how to sound confident over the phone even if you're not feeling confident and especially when you're talking to an irate customer [Music] so what i want you to do is to listen to these two recordings these are agent one and agent two they're gonna say the exact same thing to the customer but there's gonna be a huge difference so what i want you to do is to judge which of the two agents sound more confident here's agent one well nobody told me about the penalty so i need you to waive that penalty right now yes we normally waive the penalty for the first time but according to your history on may 3rd of last year we have already given you an exception in this case we will have to charge you the penalty this time agent two yes we normally waive the penalty for the first time but according to your history on may 3rd of last year we have already given you an exception in this case we will have to charge you the penalty this time sentence by sentence for those of you who still haven't decided yet yes we normally waive the penalty for the first time yes we normally waive the penalty for the first time but according to your history on may 3rd of last year we have already given you an exception but according to your history on may 3rd of last year we have already given you an exception in this case we will have to charge you the penalty this time in this case we will have to charge you the penalty this time so it's pretty obvious that agent 2 sounds more confident than agent one right but what made her sound so because after all they were saying the exact same thing to the same customer with the same question but somehow agent do sounds more confident than agent one and the answer to that my friend is their voice pitch what the heck is a voice pitch [Music] pitch in speech according to britannica.com is the relative highness or lowness of a tone as perceived by the ear so if i'm going to give an example this is a lower voice pitch and this is a higher voice pitch i think the best way for me to explain this is through the selfish syllables so here it goes i'm sorry doremi fasolatido so as you heard those are eight different notes and from the lower dough to the upper dough the pitch gradually increased so from the lower dough my voice sounded deeper but as i go through all eight different syllables up to the upper do my voice sounded tinier so how can we apply this when it comes to sounding confident over the phone [Music] so the answer is you want to consciously lower your voice pitch research shows that people with lower voice pitch are perceived as more confident more in control more authoritative and if we're going back to the examples of agent one and two agent 1 spoke with a higher voice pitch yes we normally waive the penalty for the first time while agent 2 spoke with a lower voice pitch yes we normally waive the penalty for the first time and another thing that you should always avoid is using a high pitch at the very end of a declarative sentence a high pitch or a question pitch what do i mean by that yes we normally waive the penalty for the first time but according to your history on may 3rd of last year we have already given you an exception so as you saw even if the sentences ended with a period which makes them a declarative sentence agent one still spoke them like they were questions because at the very end of the sentence she used a question pitch or a high pitch what you want to do when you want to establish authority or sound more confident is to make sure that you end a declarative sentence with a period or a low pitch yes we normally waive the penalty for the first time but according to your history on may 3rd of last year we have already given you an exception when you end a declarative sentence with a question pitch it shows it sounds like you are not certain about what you're talking about it sounds like a question so the customer is going to have this unconscious feeling that you're not even sure about what you're talking about so maybe she can get around the company policy there is an accent in the u.s that you should probably avoid copying if you want to sound confident over the phone and that's called the valley girl accent this accent has a way of ending a declarative sentence with a high pitch or a question pitch which is a no-no when you are talking to an irit customer it usually sounds like this i went to the mall to buy some air conditioner and i saw amelia clark and she was very nice or something like that i'm i'm probably doing a bad impersonation but the characteristic of that accent is that it ends a declarative sentence with a question pitch [Music] so now what i'm going to do is to react to the mock call video of candace where she talked to a verbally abusive customer i am holding my laptop because i don't have a table so let's begin candace what the actual is going on with your company are you guys going bankrupt or something as far as i know the company is stable and doing great may i know your concern okay this part is great because candace ended her declarative sentence with a period a low pitch and when she asked me your concern it was a question pitch because it was a question sentence so that's good next hold on hold on hold on what are you talking about i don't have any chance to use that code at all i paid the full price of that juicer with my own money if you check the order confirmation for the juicer you ordered on the second you were supposed to pay 49.99 but since the discount 10 voucher was applied to it you ended up paying only 39.99 okay this is where the mistake happened let me replay the part where candace's pitch was a little off if you check the order confirmation for the juicer you ordered on the second if you check the order confirmation of the juicer you ordered on the second it shouldn't have been like that it should have been if you check the order confirmation of the juicer you ordered on the second lower pitch on the second not on the second because it sounds like a question and it's not a question so that's wrong next you were supposed to pay 49.99 again you were supposed to pay 49.99 but it's not a question it was a statement so it should have been you were supposed to pay 49.99 that's it lower pitch next so so let me get this straight you're saying that i cannot reuse that voucher no all our vouchers can only be used one time so that's good because she was stating a fact all our vouchers can only be used one time what about the promise that claire made me she told me as you can see from her email that she's going to send me a replacement voucher because the first one didn't work the voucher did work tabitha unfortunately claire made a mistake she was under the impression that the voucher has not been used at all but was still displaying that error message okay um this is already a great delivery but notice that candice in the middle of her sentence she said at all the adult was overly high her baseline okay let me show you she was under the impression that the voucher was not being used at all when it should have been she was under the impression that the voucher has not been used at all but when she said at all it was it was quite high compared to her baseline and that was because she was extremely nervous when she was delivered when she delivered this bad news to the customer and sometimes this really happens when you are consciously trying to make your voice lower but there are times when there are leaks when there are there are times when the nerves really get to you and it reflects on on your speech because when there's a great fluctuation between your rising and falling intonation it indicates that you are nervous which candace was during this call but overall this is an okay way of delivering the news it was still okay we cannot expect it to be perfect but i'm just showing you the parts where candice delivered the news with 100 confidence and the parts where it's a little shaky and it could be stronger but according to your order history here it has already been used in this case we cannot issue a replacement voucher good that's good she went down when she entered her declarative sentences next are you going to compromise your integrity for a 10 voucher seeing that it was you who made a mistake not me if the code wasn't used then we'd be able to issue a replacement but since you have used it and the discount was applied we just can't this is great but since you have already used it and a discount was applied we just can't thanks for waiting tabitha so what do you have for me my supervisor has checked your previous cases and decided oh here we go another one my supervisors checked your previous cases when it could have just been it could just have been my supervisor has tracked your previous cases instead of my supervisor has checked your previous cases so that's the nerves getting into candice and you just have to expect that that's fine next previous cases and decided that we cannot give you another voucher and that's because we have checked your previous cases and we have seen nine similar cases as this one okay so in this part candace repeated herself because she was interrupted by the customer as you heard in her first delivery of the news she said my supervisor has checked your previous cases but the next time we have checked your previous cases so you compare the two phrases and you will see the difference first we have checked your previous cases and the second was we have checked your previous cases so as you can see there's still a difference between the racing and falling intonation but the racing part it's not fluctuating very high and each time we have given you an extra voucher even if you have already used each of them for this reason we cannot give you another voucher today for this reason we cannot give you another voucher today great i'm gonna make sure that you are fired yes you candace you are going to lose your job and hell shall freeze before i order from your company again unfortunately tabitha this decision is already final so that's great um candace here really tried her best to make it to deliver it in a lower voice pitch as you heard her voice was was deep as i said i need compensation for that and we would have gladly given you another voucher okay here candice was a little i think there is there's some anger in her voice when she said and we would have gladly given you another voucher when she said another voucher there was an undeniable anger in her voice but of course she cannot verbally say it but it was reflecting in her non-verbal nonverbal communication it could have been and we would have gladly given you another voucher it could have just been like that it could have been more neutral when it's delivered like that she went really high in another voucher because that was her her anger reflecting on her reply but we have seen from your records here that this has been a pattern with you you call and claim that your vouchers aren't working even if you have successfully used them with your orders and all nine previous agents gave you a replacement each time and this has been happening for nine times now we cannot give you another one today okay so here is my review of candace's voice pitch during her mock call so overall her voice pitch the deepness of her voice was enough for her to be taken seriously by the customer i had no issue about her baseline voice pitch but there are times when she's emotionally charged or when she is nervous that her emotion affects her voice pitch and she tends to spike pretty high from the usual baseline and that will usually tell the customer that the agent is nervous as long as it doesn't happen often that's fine you don't have to do it perfectly all the time there are really just times when you feel a pretty strong emotion and it reflects on your voice overall it is better to not let your customer feel or know that you are triggered by her actions so what you want to do by default most of the time is to deliver your statements in a neutral way [Music] please note that this tone of voice should not be used in every single call there are situations when it's just imperative that you sound confident in order to establish authority and tell your customer that you know what you're talking about but there are situations when you have to also use high pitch like example is if you are talking to a bubbly grandma who likes knitting and who likes lemonades of course you're gonna be talking uh your tone is going to be a little bit more friendlier more accommodating more open because you're not necessarily trying to display confidence or dominance over the customer you're trying to be friendly another thing please note that i am not telling you to make your voice monotone no far from it if you listen to the voice of agent 2 you will notice that there is still a noticeable difference between her rising and falling intonation if you compare agent one and two this is where agent one is um it's a higher voice pitch it's a higher voice pitch overall but if you listen to agent 2 she lowered her over her average voice pitch she went like this but as you can see there's still a difference between her rising and falling intonation so it's not really a monotone a monotone usually happens when there's barely a difference between her rising and falling intonation there should always be a difference between your rising and falling intonation because that's how the brain is going to process your information easily alright guys that's all for today please note that a deeper voice pitch is only one of the many tips on how to sound more confident over the phone so if you want more videos like this let me know in the comments below and i will make more videos for you alright that's all for today thank you so much for watching bye bye authoritative authoritative authoritative

Channel: Kwestyon

Views: 1,051,014

Keywords: call center, call center tips, how to sound confident, voice trick, call center philippines, philippines, job hiring philippines, hiring, job posts, extra income, call centre, kwestyon, call center tips and tricks, ninja, rea ninja, team lyqa

Id: ltT_2MSYvlk

Length: 17min 50sec (1070 seconds)

Published: Sat Jun 12 2021