Have you ever listened back to one of your customer calls?
Not to check whether the right process was followed, but simply to hear the tone.
Because while customers may forget the exact words we use, they'll rarely forget how we made them feel.
As Customer Service and Customer Experience leaders, we invest significant time improving systems, processes and technology. Yet one of the biggest influences on customer perception costs nothing at all: the tone of our voice.
A calm, confident and empathetic tone can turn a difficult conversation into a positive experience. On the other hand, a rushed or defensive tone can undo even the best solution.
This isn't just about being friendly.
It's about demonstrating empathy, building trust and showing customers that they're genuinely being heard. The best leaders understand that tone is contagious. The way leaders communicate influences how teams communicate, and that shapes the experience customers receive every single day.
So here's a question worth asking:
Are we coaching our teams on what they say, or on how they make customers feel?
Small changes in tone can create lasting improvements in customer satisfaction, loyalty and trust.
I'd love to hear your thoughts.
Has the tone of someone's voice ever changed the outcome of a customer interaction for you?
Share your experience in the comments. I read every one.
As part of my mission to spotlight great leadership in Customer Service and Customer Experience, I'm inviting Heads of Customer Service and Customer Experience to join me as guests on my podcast. (opens in a new tab)
If you're leading a team, driving customer transformation or have lessons that could help other leaders, I'd love to hear your story.
Feel free to connect with me or send me a message. Let's showcase the brilliant work happening across our profession.
Gavin