Service Tone

Imagine looking in your rear view mirror only to see the flashing lights of a police cruiser. Glancing at your speedometer, you realize you are driving 15 mph over the clearly posted speed limit.  You pull over, remove your driver’s license and insurance card, hand over your documents, and wait for the officer’s opening line.

But, what if the officer respectfully asks:  “Mr. Jones, is there an emergency I should know about?”  Instead of a tone of judgment you get a big helping of genuine concern.  Even if there is a speeding ticket at the end of the encounter, your memory of it will be completely different than if the transaction had started with: “Mr. Jones, do you know how fast you were driving?”

Service tone is a major part of customer communication.  We all have been on the receiving end of a “May I help you?” that sounded neither helpful nor about you!  But, tone is more than the sound of attitude.  Tone can be the language you use in correspondence that feels like it was written by a lawyer in search of an infraction.  It can be the ease of access or the welcoming symbols customer witness as they attempt to do business with you.

Take a look at the occasions that trigger customer communications.  Are they always related to a problem or sales pitch?  Or are they the tone of partnership.  How can you gauge service tone?  What can you do to send the attractive service tone  to your customers?

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
This entry was posted in Customer Experience, Customer Relationship, Wired and Dangerous and tagged . Bookmark the permalink.

2 Responses to Service Tone

  1. Nice post! Tone is really important specially when you are communicating with other people. Do you have a personal experience using a service tone in sales talk?

  2. Various people in the world get the credit loans in different banks, just because this is easy and fast.

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