Comments on: Why Tone of Voice Matters in Customer Service, ESPECIALLY Online

By: Rakesh Sharma

Rakesh Sharma — Fri, 14 Feb 2020 06:29:28 +0000

Thank you for a new learning. i excerpt it. A brief knowledge for customer support services.

By: Jennifer Hicks

Jennifer Hicks — Fri, 08 Mar 2019 01:32:50 +0000

Great Article!! I really like your article regarding customer service voice. You shared amazing and informative content which is really helpful for all voice over artists. Thanks for sharing. Keep blogging...

By: mayfieldga

mayfieldga — Wed, 27 Sep 2017 11:29:59 +0000

l am seeing this more and more in restaurants, banks, stores, and even in professional offices. I feel the increase so many women in the workplace; the growing power of women in many areas of management; and the growing feeling of superiority of girls and women modeled in school and through the media has created more formalistic, more patronizing/condescending treatment toward male customers. When I am in line at a store, office, or even in public buildings, I will see open differences in the more kind, caring, verbal feedback we as women receive while the male customers are given more formalistic, even more firm words of feedback. I can only sense those men have grown up with this kind of treatment and have experienced it at home and at school, they must somehow believe that is the way to treat men, so they simply go on with it. It is sad when many of those men are experiencing this, they are also being so sincere and polite to those female workers in spite of the treatment they are receiving. I feel this mistreatment of boys and men will only increase as the proper treatment we as girls and women receive from infancy allows us to grow more easily in the information age while the more harsh treatment boys, later men receive will continue to drive them to more failure and appear even more inferior over time. Is this where we are going with more feelings of superiority among women along with even more condescending, even more hurtful speech toward men, and men feeling more inferior, believing this is what they deserve?

By: Jeanmarie Sayseng

Jeanmarie Sayseng — Sun, 12 Feb 2017 09:29:44 +0000

Thank you for a new learning. i excerpt it.I hope it will help me to pass my online jobs exam and interview.

By: Charlie Bosi

Charlie Bosi — Sat, 07 Jan 2017 15:37:23 +0000

Excellent points Len, thank you.

By: Vero Bastien

Vero Bastien — Wed, 02 Nov 2016 08:20:41 +0000

Always a pleasure to read your newsletters and dig deeper in the referential work.
Thanks a lot, it’s really helpfull

By: Elena Stofle

Elena Stofle — Tue, 01 Nov 2016 22:06:10 +0000

Great guide! I have incorporated some version of “Thank you for reaching out!” in all of my emails. It goes a long way. Also, i agree, a casual “Nope” is the WOOOORRST.

By: Christine Marsh

Christine Marsh — Tue, 01 Nov 2016 15:20:05 +0000

There was a service I was trying to set up once. I sent them a question and said something like ‘…it says I have a bad link.’ The response I received was basically ‘Well, duh, of course it was a bad link.’ They only said that, and offered no help or other response. I immediately downgraded the service to ‘free’, deleted the email, and found another service that had great support.

The first service no longer exists to me, except to warn people against them if they ask which service I recommend. I typically give businesses constructive feedback because I care about them improving, but, a response like that did not warrant my feedback or another moment of my time.

A lovely add-on was that, a month later, I received a message that they tried to bill me!

By: Laura Roeder

Laura Roeder — Tue, 01 Nov 2016 15:05:24 +0000

This was my biggest take-away from this post:
“78% of respondents said that an overly casual tone (like using slang or emoticons) has a negative impact on their experience when the agent is denying a request.”

Also loved the JetBlue examples of shifting tone for context.