What to say,
and how to say it :-)

Conversations with your customers happen everywhere; in contact centres, shops, hotels and dealerships. And, in many ways; over the phone, face-to-face, via web chat and through social media channels. We'll help you to make those conversations better for your advisors, your customers and your business.
Tone of Voice programme - phone and face-to-face
Ever phoned someone and been greeted with Hello, but felt like you've been told to go away? That's tone of voice at work.
In the 60's, Prof Albert Mehrabian looked into what affects what we understand from conversations. He came up with the now famous rule that, when talking about emotions, it's 7% words, 38% how they're said and 55% facial expression. In our research on phone service, customer satisfaction scores rose by 95% when we changed the tone of an advisor through both the words they used and how they said them.
We provide training on language and voice for advisors as well as training staff. We also give advice on quality monitoring, performance management and recruitment so that you can really get spoken tone of voice working for your business.
Scripts - phone, face-to-face and social media
When your agents are just starting out, scripts and on screen prompts can help them learn the ropes quickly. And, give them the confidence they need. Scripts are also useful when what is said is governed by the need to comply with regulations.
If you use outsource partners, with locations both home and abroad, scripts can also be very helpful as they give you more control over both training and quality.
Our service experts will work with your operational, training and compliance teams to understand and decide what needs to go into your scripts. Then, our writers will create clear and conversational scripts and screen prompts.
You'll get scripts that make your staff sound human, are easy to understand, quickly cover everything that needs to be said. And, make sure you comply with those dreaded regulations.
In our research on phone service, customer satisfaction scores rose by 95% when we changed an advisor's tone through voice and languange.
Knowledge management articles - phone conversations
We've spent many an hour writing knowledge management articles for customer service advisors. What they tell us is this: Write articles in a conversational way.
Why? Well, they're much easier to understand. And, (here comes the important bit) the articles can be read back to customers. So advisors don't have to work so hard thinking of the right words to say. The risk of them explaining things badly is less. And, customers get the answers they need quickly and clearly.
What does it all add up to? Quicker conversations that cost less. Customers getting the answers they're after first time so that satisfactions score are higher. And, there's less likelihood of them calling back. Which, in our book, is a waste of everyone's time and money.
Tone of Voice training - web chat and social media
How you say things in web chats and social media conversations are as important as how you say them on your website, over the phone or even face-to-face. To the next generation, probably even more so, as that's how they prefer to talk.

How will we help your service staff to improve their tone of voice? First, we'll understand your brand. Then, we'll work on how to translate it into conversations that are typed rather than spoken. And, combine this with our knowledge on the 'language of service' within some comprehensive guidelines.

Finally, we'll work with your training team to figure out the best way to get your service advisors improving their tone, and putting a :-) on the faces of your customers.