Good customer service is one of the most important survival factors for any business, especially in today's changing economic environment. From the very first word spoken, the way in which your employees deal with customers, clients and other stakeholders - whether over the phone or in person - will often determine the longevity of customer relationships.
Numerous studies have demonstrated that the quality of the speaking voice - from tone, inflection and intonation through to vocal energy, pace and clarity of speech - affects conversations with customers just as much as the content of the information provided, irrespective of the nature of the exchange.
VoiceMatters Coaching and Consultancy can help corporations by carrying out Service Quality Audits from the perspective of dramatically improving the efficacy of spoken communication. This can involve:
Service Quality Audits for customer service teams - with focus on style and delivery of both verbal and non-verbal communication.
Regular reviews and appraisal of speech and voice practices of call-centre and branch staff;
Voice coaching for customer service agents and training for better speech practices, either on an ad-hoc basis or as part of a customer service training schedule;
Formulation and application of a voice coaching curriculum to be included in customer service training.
These training services can deliver dynamic and lasting improvements to the quality of customer service for any private or public sector organisation.
They can be of particular advantage for service providers of outsourcing solutions, including training companies involved in managing outsourcing and off-shoring relationships. In these cases, companies can take advantage of Owner Gillian McAuley's considerable experience, expertise and specialist knowledge of training in areas such as advanced linguistic skills, phonetics, accent-modification and advanced use of Business English. She can carry out quality assessments in terms of end-user experience and identify areas for further training and subsequent support.
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Please contact Gillian McAuley for further information or to discuss your training needs.
Telephone: 07879 402 409 Email: Gillian@VoiceMattersCoaching.com