From the course: Talking to Customers
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Tone matters
- [Instructor] The way we say something says a lot. Not just the way we say it, but how we say it. Growing up my father used to say, "Don't you dare use that tone with me." It wasn't until I was older that I understood what he meant. The tone of my voice and the way I would say things would give off a certain impression. Perhaps I was talking back, or I was being sarcastic, or I was just being disrespectful. The point is tone is everything. The way that you say something and the way that you talk to someone can carry far more emotion and nuance than you realize. When talking to customers, we need to strike the right tone based on the type of situation we're dealing with. In fact, the words we use are only a small part of our interaction with a customer. The rest can be your framing of the situation, the tone of your voice, and your body language. If you're not meeting with the customer in person, then your tone is…
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