For any brand or business that strives to ace customer interaction—regardless of the channel used—here’s the golden rule: It’s not what you say, it’s how you say it. In other words, how you make them feel leaves a more lasting impression than what you tell them.
Psychologist and professor Dr. Albert Mehrabian understood this perfectly well. In fact, he came up with the 7-38-55 Rule, which says that to successfully get messages across, the actual words used (7%) are not as important as the way we say something (38%) or our body language (55%).
This is where tone and language come into play. And the use of which is particularly tricky when talking to your customers on the phone, or for voice-based solutions in general, because of the lack of cues that help in unlocking meanings. Without seeing the other person’s facial expressions and body language, there’s a huge room for messages and meanings to get muddled and misinterpreted.
Below, we round up tips and tricks to create a voice messaging that your callers will love. Because the last thing you want to happen is to frustrate them and lose business opportunities, no thanks to poorly crafted messages, barely audible recording, and pompous and pretentious scripts.
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- Find a voice that matches your brand
Are you a hospital services provider? Your voice prompt should, therefore, sound calm and compassionate. But if you cater to customers who call you for technical information, sounding bubbly on the phone might not be your best option. That said, you need to make sure that your voice fits your brand. Your safest bet is to be professional and positive at all times. Here’s a pro tip: Keep in mind that friendliness in tone and language will never ever go out of style. Smiling isn’t off-limits, so smile as often as you can when recording your voice prompts!
2. Be crisp and clear
In creating pre-recorded messages for your voice solutions, clarity and conciseness are your friends. Your ultimate goal should be to let your callers understand you with ease. You should keep in mind that there should be no room for a wrong impression or mistrust when a client calls.
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3. Write ear-friendly scripts
Being informative and keeping it simple at the same time is not an easy task. Remember to keep your scripts jargon-free, easy-to-digest, and not too wordy. Do away with lengthy greetings and unnecessary options. You don’t want to waste your customers’ time by having to repeat voice prompts just so they can understand what you’re saying.
Lastly, always stay alert on how the customers react to your messages, and be on the lookout for signals as to when you should consider adjusting your script.
Now that you have a clear know-how of creating voice prompts that work, you should be able to make a huge difference in creating satisfied and repeat customers!