Setting the tone

I have noticed in the last couple weeks that the tone of my voice makes a major difference in the flow of my conversation with customers and the success of my calls.

People can feel and hear in your voice when you are in a bad mood or just having a bad day. Generally when I am not up to par I can see the effect of that in the results of my work. For example, the other day I had a headache and I just could not get it together. I was really not having a good day and I did not hide it. I did not realize how it was affecting my performance until someone else brought it up. Looking back on some of the calls I took I can understand the outcome of my performance. I was not doing my best because I did not feel my best. We need to keep in mind that the people we come in contact with have nothing to do with what may have happened to us prior to coming in to work. Sometimes it is hard to put your best foot forward but it is necessary to leave your frustrations and problems at the door. It is fortunate for us that at Phone Smart our managers are tuned into all of our human weaknesses. We are always free to go to a manager or supervisor and let them know that things may not be good right now. There are many projects that are beneficial to the call center that can be done until our situation improves and we can get back on the phones. Let us all keep a smile on our faces so it can shine through to our callers.