Your Voice Image Specialist
May 11th, 2007Marlena Reigh - Your Voice Image Specialist
You only have seconds to project a voice quality that has others deciding whether to listen to you, trust you, or do business with you.
- What kind of voice image do you project?
- Is your voice selling you short?
- How can you enhance your voice for incredible results?
Learn how to use your voice to: Increase sales, make unforgettable presentations, get that job promotion, grab attention, gain credibility, and motivate others to take action now!
Marlena Reigh’s powerful and effective voice methods can help you develop a voice image that gets results and impacts the bottom line. If you or those in your organization make presentations face to face or on the telephone, Marlena has a program or educational plan for you.
|
Voice Image Coaching Resources: |
Posted in What's New | Comments (0)
Create a Better World For Your Children
June 3rd, 2006Recently I was asked by a new mother for the one piece of advice that I felt would make a difference. Here is what I said.
“Always let your child(en) know that because they are here on the planet, this will be a better world. The only voice coaching here is to be genuine, see their greatness, say it to them, and say it to them every day. Their world will then be one of service. You will be laying the foundation that will lead them to accomplish amazing things AND make a difference.”
Posted in Powerful Voices | Comments (0)
Is Your Voice Talking You Out of Losing Weight?
May 30th, 2006Memorial Day was hot and muggy and the party I was at had all the fixings of a picnic. I observed the complaints the people had about how they were on diets or working on getting healthier (and I heard those words come out of my mouth too). It seemed to be agreed upon that today was an exception.
A friend was sharing about the South Beach Diet and I asked her the question, “So what can you eat that is here today?” She began telling me about all the things there she could not eat. I asked again emphasizing “can eat”. I saw a shift in her attitude when she told me what she could eat, talking about some serving adjustments here and there, and it was an impressive list.
So here is where I am going with this. When we are on a diet or health program, our emphasis is often on what we are being deprived of, and we use our voice to confirm this by telling others all the things we cannot eat. On top of that, we use a weak voice to confirm the pain of missing all those calories as though they were our best buddies.
Here’s a voice coaching suggestion to help you lose weight and feel good. Make a list of all your favorite foods that are healthy. Be sure to include fruits, vegetables, and nuts. This will be your shopping list. Now read out loud, with enthusiasm, your favorite foods. Buy these favorites with an attitude of fun, and make sure to include several servings a day of those fruits and vegetables even if they are pricier than you are use to paying. Consider them a treat (most people don’t flinch at spending $3 to $4 for a bag of chips).
Now go out and find five people and use your vocal energy by telling them all the great things you get to eat on your health program, how much fun it is, how great you look, and how good you feel. You’ll realize that instead of missing out you are gaining energy, vitality, and a sense of accomplishment that will last a lifetime.
Here are some of my favorites:
Vegetables: Broccoli, lettuce (salads), sprouts, asparagus, waxed beans, avocadoes, tomatoes, zucchini squash, green onions.
Fruit: Bananas, peaches, pineapple, raspberries, blueberries, pineapple, pears.
I love sushi and Chinese food (shrimp with vegetables), chicken, tuna.
Posted in What's New, Powerful Voices | Comments (1)
Your Voice Matters: You’re Hired! May 25, 2006
May 25th, 2006++++++++++++++++++++++++++++++++++++++++++++++
Your Voice Matters: You’re Hired
May 25, 2006
Published by Marlena Reigh
http://myvoicespeakssuccess.com
© Radiant Publishing 2006
++++++++++++++++++++++++++++++++++++++++++++++
++++++++++++++++++++++++++++++++++++++++++++++
Welcome to our many subscribers who signed up through
our web site or at an event where Marlena Reigh
presented.
This ezine is subscription based and sent only to those
who ASK to be on the mailing list.
If you have received this ezine in error we apologize.
To unsubscribe please see instructions at the end of this
ezine.
==============================================
IN THIS ISSUE
==============================================
1. Voice Thoughts from The Author Marlena Reigh
2. You’re Hired! Voice Coaching Tips for Great Interviews
3. Quote of The Month: Nashua Cavalier (on work)
4. Sponsor:What Does Your Voice Say About You?
5. Voice Tip: Go Shopping For A Great Voice
6. We Would Love To Hear From You
==============================================
Bloggers visit: http://myvoicespeakssuccess.com/blog/
==============================================
1. Voice Thoughts from The Author Marlena Reigh
==============================================
The American culture and economy is always in a shift and it has
been stated that people will have more than three careers and
problably even more jobs in their lifetime. Read the tips
on having a voice that can get you hired. Not looking for
a job? These tips can also apply to those in sales.
Keep speaking with power!
==============================================
2. You’re Hired! Voice Coaching Tips for Great Interviews
==============================================
Interviewing skills is one of the fastest growing areas of my
one-on-one coaching. In recent conversations with several Human
Resource people who do hiring, they said that the majority of
applicants are unprepared when they come in for their interview.
“Winging it”, as one HR person describe it, is not appreciated.
An interviewer questions a prospects professional skills
when the importance of an interview occurs in such a laxidasial
way.
Get the edge on your competition. Use these techniques in
preparation and in your so you come across with confidence and
credibility. Be someone with the professional polish that
companies want to hire.
Here are three areas to work on:
1. Your Attitude:
Prepare the answers to these questions and read them out loud.
Getting specific of your intentions helps you be focused and
will reflect in your voice quality when answering questions.
=> Three of your greatest strengths
=> Three of your weaknesses & how you improve on the
=> Three goals of getting a job that excites you
=> Three things that you can bring to the job that others can’t
=> Three reasons you want to work for______________ (company)
2. Your body language: Become conscious about the unconscious.
In the hiring process studies show that 65-70% of a hiring
decision may be based on nonverbal communication · 55% of our
inner thoughts and feelings are revealed through body language
and we are not conscious of what our body is saying, therefore
the interviewer can observe and interpret nonverbal communication.
Interviewer’s observations before a word is spoken.
* As the prospect is waiting. Are they;
Pacing back and forth? Relaxed or tense? Reading, fidgeting,
or smoking? Do they shake hands, smile and make eye contact?
* How do they walk? A confident prospect walks in with head up,
a firm step, and shoulders back and arms swinging.
* Where do they sit when offered a choice? Near the interviewer?
As far away as possible? How is their sitting posture?
Facing toward or away from interviewer?
Body Language Cues To Avoid
* Jerky, disjointed movements are a sign the individual is in
conflict.
* Slumped posture and shuffling movements are a signal of
or alienation.
* Frenetic, rushed walk or gestures are indicators of stress and
anxiousness.
$$ Practice and preparation methods:
Rehearse your walk and posture in front of a mirror. This
practice is essential in helping manage your physical mannerisms
and will help you be more comfortable when being interviewed.
Envision the interviewer in front of you.
Body Language check list:
_ Make direct eye contact in the beginning and adjust it from
there.
_ It’s a powerful cue and a sign of mutual respect.
_ Look at the interviewer when answering questions.
_ Keep your shoulders back
_ Keep your head erect
_ Avoid folding your arms across your chest
_ Keep legs in a “closed” position when standing or sitting
_ Use gestures to enhance your verbal message
_ Nod your head affirmatively at appropriate times-do not overdo it
_ Sit with a very slight forward lean toward the interviewer.
_ Make eye contactfrequently, but don’t overdo it
_ Smile to convey your positive attitude, but not so much that
you’re not taken seriously
_ Use facial expression to convey interest (a blank expression
ranks lowest in terms of attractiveness, power and credibility.)
3. Your Voice: Convey Interest and Enthusiasm
Your voice completes the image that you want to project. Do not
take it for granted that what you say and how you say it will not
matter. Being congruent with your appearance, body language,
and voice equates with trust.
$$ Voice practice and preparation.
With the questions in number 1 above (attitude), practice out
loud using the guideline below.
1.Project your voice loudly enough to be heard
2.Articulate clearly
3.Use pauses for emphasis
4.Watch your speed and pace
5.Avoid talking too fast or too slow
6.Monitor voice quality:Avoid mumbling or having too high a pitch
7.Let your natural personality come through
The other half of being interviewed is about not talking. Be in
the moment. In other words, discipline yourself to doing the
following.
1.Focus your attention on the interviewer and what is being said
2.Listen for content of what is being said.
3.Do not be distracted by mannerisms or words that the interviewer
is using.
4.Listen for information to be evaluated later.
5.Do not evaluate while listening.
6.Give positive nonverbal feedback. (nod, smile)
$$ More voice practice and preparation.
Out loud, in your best interviewing posture answer the following
questions with enthusiasm, clarity, and conviction.
========
1.) What do you want your voice to transfer?
2.) What image do you want your presence to exude?
3.) List three ways that you can benefit their company with the
skills you have.
1-
2-
3-
4.) What is your committed to this company?
5.) What is the feeling you will leave the interviewer with
when the interview is complete.
==============================================
3. Quote of The Month: Nashua Cavalier (on work)
==============================================
Man’s biggest mistake is to believe that he’s working for
someone else.
Nashua Cavalier
==============================================
==============================================
4. Sponsor:What Does Your Voice Say About You?
==============================================
Find out what your voice says about you and then use
powerful exercises to build a voice image that gets results
to increase credibility, visibility, and revenue.
Just purchase the CD program “7 Exercises For A More Dynamic
Speaking Voice” and receive a 20 minute complimentary one-on-one
voice evaluation with Marlena Reigh. Also include other valuable
bonus material and information.
Only $29.95 Order now before this offer expires!
http://myvoicespeakssucess.com/tools
==============================================
5. Voice Tip: Go Shopping For A Great Voice
==============================================
People often ask me of a safe and non-threating place where
they can practice and experiment their new voice skills.
Here’s what I suggest and have actualy done myself. Go shopping,
especially the supermarket, since it lends to lots of
opportunities and lots of people to converse with. Go with an
intention in mind.
One day I went shopping with the intention of seeing what kind
of response I would get if I smiled and said “Hello” to
everyone I saw (yes, everyone. Cashier, customer, children,
stock-person, meat manager. Any human being). I put on a big
smile and pursued my experiement. Could I change the state or
energy level of someone else by using a happy and friendly
voice. The results were intersting.
Some people smiled back and said “Hello”, a stock-person was
interuppted from a day dream, obviously not use to having
anyone talk to him while shelving merchandise, and the cashiers
perked up. It was a lot of fun to watch people’s face and
voice brighten up with the perception that someone was actually
paying attention to them.
So next time you buy milk, use the energy of your voice and
see the positive shift that you can make to those you don’t
know and try it with people you do know. Make sure to warm
up your voice before you go.
==============================================
6. We Would Love To Hear From You
==============================================
Your questions, voice stories, input, and feedback
are always appreciated.
**********************Sponsor*****************************
Want to make more money? Get that promotion? Knock-em-dead
with your next presentation? Marlena can teach you how to use
your voice that will can get you dramatic results. Contact Marlena
now about personal voice coaching face-to-face or via telephone.
Initial consultation is complimentary.
marlena@myvoicespeakssuccess.com
*************************************************************
***************Please Forward*************************
Please forward Your Voice Matters ezine to friends,
colleagues, and organizations who could benefit from
developing a voice image that projects
confidence, credibility, and motivates others to take
action.
To get your own subscription visit us at:
http://www.myvoicespeakssuccess.com/
*****************************************************************
==============================================
FREE ARTICLES FOR YOUR PUBLICATION
==============================================
I have articles available for reprint in your publication or
company newsletter. You may use these articles that you
see in Your Voice Matters.
For more articles:
http://myvoicespeakssuccess.com/articles.html
To reprint these articles:Print the article in its entirety,
include the by line at the top, the credits, and the complete
contact information at the end of each article. Send a tear
sheet or electronic copy to:
marlena@myvoicespeakssuccess.com
Thank you!
==============================================
About Marlena Reigh
Marlena Reigh has been a voice image specialist for over
twenty years and has worked with over 1,000 individuals
voices. She offers one-on-one coaching to executives,
leaders, and professionals. Her seminars and programs
in voice for professional excellence in presentation, sales,
and telephone success are in high demand with
organizations in various industries.
Contact information:
Marlena Reigh
2359 Prairie Street
Ann Arbor, MI 48105 USA
(734) 668-6074, Fax (734) 663-7190
mail to :
marlena@myvoicespeakssuccess.com
http://myvoicespeakssuceess.com
=====================================
Posted in What's New, Your Voice Matters | Comments (0)
Your Voice Matters Newsletter April 27, 2006: Be A Networking Star
April 27th, 2006++++++++++++++++++++++++++++++++++++++++++++++
Your Voice Matters
April 26, 2006
Published by Marlena Reigh
http://myvoicespeakssuccess.com
© Radiant Publishing 2006
++++++++++++++++++++++++++++++++++++++++++++++
++++++++++++++++++++++++++++++++++++++++++++++
Welcome to our many subscribers who signed up through
our web site or at an event where Marlena Reigh
presented.
This ezine is subscription based and sent only to those
who ASK to be on the mailing list.
If you have received this ezine in error we apologize.
To unsubscribe please see instructions at the end of this
ezine.
==============================================
IN THIS ISSUE
==============================================
1. Thoughts From The Author Marlena Reigh
2. Be A Networking Star And Increase Your Sales
3. Quote of The Month: Harvey Mackay-Networking
4. Free Voice Evaluation Offer: What Does Your Voice Say About You?
5. Voice Tip: Warming Up In The Shower
6. We Would Love To Hear From You
==============================================
==============================================
1. Thoughts From The Author Marlena Reigh
==============================================
When doing presentations, one of the things I love doing
most is seeing audiences react and them respond to my
first few words in a voice that has them want to run.
And it only takes seconds. Putting one over on them is
fun but it also makes a strong point that our voice can
effect our credibility and our business success.
The next step is to “recover” my audience by using a
voice that is interesting, dynamic, and motivating.
As a “master voice communicator” I too continuously
work on my voice, focus on walking my talk and learn.
Remember-I’ts a process. Enjoy it.
==============================================
2. Be A Networking Star And Increase Your Sales
==============================================
Over the last few years networking, or meeting other business
people with which to do business, has evolved to building
relationships and making connections. In the old model, you
arrived at an event, passed out your cards to as many people
as possible, and hoped that some of them would stick.
However, as more and more people sell the same services
at comparably the same prices, competition is hot and
building relationship is key.
One evening I went to a networking event in a different
city. In the elevator I had a conversation with a
women who was going to the event. We chatted, I told
her about how I had to hide the hole in my textured hose
just above my knee. Casual conversation. She asked if I
was going to the event and I mentioned yes, and it was my
first time. Carol was a regular and when we arrived she
said, “Let me introduce you to the people I know”.
Carol took me around the room, and not only introduced me but
mentioned my expertise to each person. She used her voice
in an enthusiastic and engaging way that opened up conversations.
I felt Carol was part of my team. It turns out she knew
everyone there. In my eyes Carol was a star. She gained
my admiration, respect, and desire to be on her team too.
By the way, because of this encounter I got a radio interview,
secured a presentation which Carol was present and I was able to
acknowledge her to the audience, and contracted a new coaching client.
Since then my approach to networking has shifted to building
connections for everyone, not just myself. I am declaring this
the new model of networking.
You too can be a networking star.
Here are some tips:
* Have a voice that is genuine and truly interested in helping others.
* Think of yourself as the host of a party making sure everyone is
having a good time.
* Warm up your voice and practice out loud before the event.
* Meet people and look for ways to connect them to others.
* If you see someone who is by themselves, introduce yourself
and then introduce them to others.
* Make networking about the other person.
* Take risks-meet at least five new people at each networking event
* DO NOT sit with other people from your company. You are networking!
==============================================
3. Quote Of The Month: Harvey Mackay
==============================================
Networking is not a numbers game. The idea is not to see how many
people you can meet; the idea is to compile a list of people you
can count on. - Harvey Mackay Author Swim With The Sharks & Dig Your
Well Before You Are Thirsty
==============================================
==============================================
4. Free Voice Evaluation Offer: What Does Your Voice Say About You?
==============================================
Find out what your voice says about you and then use
powerful exercises to build a voice image that gets results
to increase credibility, visibility, and revenue.
Just purchase the CD program “7 Exercises For A More Dynamic
Speaking Voice” and receive a 20 minute complimentary one-on-one
voice evaluation with Marlena Reigh. Also include other valuable
bonus material and information.
Only $29.95 Order now before this offer expires!
http://myvoicespeakssucess.com/tools
==============================================
5. Voice Tip: Warming Up In The Shower
==============================================
First thing in the morning when you are in the shower take
some warm water in your mouth and gargle vocalizing a tone. Do
this three times. To make it more fun you could move the tone
or pitch up and down. This warms up the throat, clears any mucus,
and increases breathing which will energize you.
==============================================
6. We Would Love To Hear From You
==============================================
Your questions, voice stories, input, and feedback
are always appreciated.
**********************Sponsor*****************************
Want to make more money? Get that promotion? Knock-em-dead
with your next presentation? Marlena can teach you how to use
your voice that will can get you dramatic results. Contact Marlena
now about personal voice coaching face-to-face or via telephone.
Initial consultation is complimentary.
marlena@myvoicespeakssuccess.com
*************************************************************
***************Please Forward*************************
Please forward Your Voice Matters ezine to friends,
colleagues, and organizations who could benefit from
developing a voice image that projects
confidence, credibility, and motivates others to take
action.
To get your own subscription visit us at:
http://www.myvoicespeakssuccess.com/
*****************************************************************
==============================================
FREE ARTICLES FOR YOUR PUBLICATION
==============================================
I have articles available for reprint in your publication or
company newsletter. You may use these articles that you
see in Your Voice Matters.
For more articles:
http://myvoicespeakssuccess.com/articles.html
To reprint these articles:Print the article in its entirety,
include the by line at the top, the credits, and the complete
contact information at the end of each article. Send a tear
sheet or electronic copy to:
marlena@myvoicespeakssuccess.com
Thank you!
==============================================
About Marlena Reigh
Marlena Reigh has been a voice image specialist for over
twenty years and has worked with over 1,000 individuals
voices. She offers one-on-one coaching to executives,
leaders, and professionals. Her seminars and programs
in voice for professional excellence in presentation, sales,
and telephone success are in high demand with
organizations in various industries.
Contact information:
Marlena Reigh
2359 Prairie Street
Ann Arbor, MI 48105 USA
(734) 668-6074, Fax (734) 663-7190
mail to :
marlena@myvoicespeakssuccess.com
http://myvoicespeakssuceess.com
=====================================
Posted in Your Voice Matters | Comments (1)
Sometimes The Voice Misses The Point
March 23rd, 2006Sometimes The Voice Misses The Point
I was using my most enthusiastic voice with my daughter Michelle, telling her that when she was three she would be big like mama and no longer need to use a bottle. It was three weeks until her birthday and weaning her from her bottle was top on my list of things to do. My strategy was to tell her every day until her birthday and then have a bottle throw away ceremony.
This was a big exciting major event, and my voice coaching experience came in handy as Michelle was being sold on the idea that soon she could drink out of a glass. Well, maybe I got carried away as the day got closer, and told her two or three times a day. Ok, maybe four or five times, but I was convinced that this was going to do the trick.
Early in the morning of November 1, Michelle’s third birthday, I was awakened by her crying. There she was standing in the bathroom looking into the large mirror and sobbing, “I’m not big like you!”
My heart sank as she looked bewildered and maybe felt betrayed (don’t mom’s know everything?) Here was a situation and I couldn’t fix it.
The lesson I learned here is often we do so much talking and strategizing that we forget to take the other person’s perspective into consideration. We all listen from a different frame of reference due to our experiences, beliefs, and assumptions. The key here is that we usually only speak from our frame of reference with the assumption that others are on the same playing field. Most are not, and getting clarification by asking questions and listening ourselves for clues is important.
How would I have done this differently? Clarify what big like mom means. Maybe be more specific, I’d have to give that more thought.
The good news is that we both lived through it, no damage done and she no longer uses a bottle.
Posted in What's New | Comments (0)
Be Prepared: You Are Secretly Being Analyzed
March 10th, 2006It is interesting when I am networking and asked what I do. Most often when I tell them I am a voice image specialist and do voice coaching, immediately the person asking becomes self conscious of their own voice. “You are probably analyzing my voice” they say. My response is, “Yes, I am analyzing your voice because that is what I do. But we all are subconsciously analyzing others voices whether we know it our not.”
When we are in conversation we are searching for clues and cues on how to connect with each other on a personal level. And remember, the voice has a physical aspect to it so when someone has a voice that is too loud, high pitched, nasal, or smooth and resonant we are making an impression on a physical sensation level. People base your personality by the sound quality of your voice. So in your next conversation be aware of the impression you’re making, what clues are you projecting to others about whom you are and the kind of relationship that you want to build. And the most effective way to build relationships is by listening for the cues in other peoples voices.
Probably the most underrated area of conversational speaking is listening. Silence and allowing the other person to shine and feel valued by you is what is golden. This is where you will truly build a connection. You are also giving them the gift of undivided attention, which is a rare commodity.
Posted in What's New | Comments (0)
Do Olympians Have A Voice Coach?
February 21st, 2006Watching the Oympics is not only exciting but amazing to see what the human body, mind, and commitment can accomplish.
As I was watching the men’s downhill ski event the other day I noticed that several of the skiers used their voice in a loud boisterous way as they took off from the top of the hill. They did not say any words, but rather used non-words such as “Haaaaa, or Hoooo” releasing energy and tension on their take off. Releasing the voice this way is a great tool not only to release tension through out the whole body but also to get focused as fresh air is taken into the lungs and circulates to the brain.
Is this a technique that is taught to them by their coaches? We know that there is “vocal coaching” for those who take karate or other martial arts.
Give it a try next time you are ready to take on a physical challenge. As a matter of fact, you can do it to release tension and frustration in your every day life. Sometimes I think this is the best part of watching sports. We get to hoot and holler, release tension, be in another world, increase our endorphins which makes us feel good, and be energized for whatever life has to offer after we have spent time with our favorite Olympian or sports team.
Posted in What's New | Comments (1)
Have A Great Voice And Look Ten Years Younger
January 29th, 2006
Would you like to look younger? Feel younger?
And with no monetary cost? It’s easier than you think.
All you need is ten minutes a day and the tenacity to make
these practices part of your health regime.
Looking and feeling younger is a big market for various
products and services that promise the “fountain of youth.”
They focus on wrinkles, gray hair, or sagging chins.
Yet there is one major tell-tale sign that is overlooked
and can make a major difference on your appearance. The
best part is that the cost is only ten minutes a day!
When you get in the habit of developing good posture,
you will not only look and feel younger but you will
gain other health benefits too-
Oh, and did I mention that your voice will be more
resonant and attractive.
The benefits of great posture include:
=> More youthful looking appearance (poor posture is often
a sign of aging.)
=> Allows for proper breathing and clearer thinking.
=> Supports voice production for fuller sound and projection.
=> Permits better digestion with more room for the organs
to function at maximum capacity.
=> A lighter and more energetic demeanor.
Poor posture inhibits the expansion of the ribs and back
and is often a symptom of weak abdominal muscles. Poor posture
problems tend to become habit and are often difficult
to spot on your own. Evaluate your posture by having
someone take a photo of you standing straight on
and one with a side view. Don’t cheat because you
want to look better. This will be your improvement guide.
Ask yourself:
> Is my head straight or do I tilt to one side?
> Is my head on top of my spine or is my chin hanging out?
> Are my shoulders square, back and down or do I slouch or
have rounded shoulders?
> Is my stomach held in or is it protruding?
> Is my pelvis tucked under or do I have a sway back
(hips tilting back)?
> Is my weight on the balls of both feet or is it on my heels?
> Is my weight on both legs or do I favor one leg?
Good posture means good balance of the entire body.
Here are some exercise you can do on a daily basis to improve
your posture. The goal is to have good posture all of
the time, and that it becomes second nature. But it is an
ongoing process due to stress and outside influences on our
physical and mental environment. Think of yourself as an
athlete.
#1. Clasp your hands behind your back, straighten your arms
and raise them while squeezing the shoulder blades together.
Feel how the chest is high. Now slowly release the hands
while maintaining the position. Notice how it feels on a
physical level. This is a yoga exercise called chest expansion.
#2. Stand against a wall with your head, back, shoulders,
and heels touching the wall, with the pelvis tucked under.
Now move forward as though being pulled from your solar plexus,
and keep your weight on the balls of your feet. Get in touch
with the way it feels. Practice so the body can mentally
memorize what it feels like when you are in good posture.
#3. Stand tall, not rigid, and feel space between your
vertebrae. Think of yourself as one inch taller.
#4. Do stomach and abdominal exercises to strengthen muscles
that support good posture.
#5. Walk twenty minutes a day, weight on balls of feet, expanding
ribcage breathing in and breathing out.
The posture robbers that can age you:
- Slouching at the steering wheel when driving. Remedy by putting
your head on the head rest and drive with a high chest.
- Allowing stomach and chest muscles to give in when sitting
at a desk for a long time.
- Shifting weight from one side to the other.
- Weakened abdominal muscles from lack of exercise.
- Not standing up straight and erect.
- Protruding stomach.
- Rounded shoulders.
- Chin jutting out.
Posted in What's New | Comments (1)
Telephone Tip-Delivering Great Customer Service With Your Voice
January 29th, 2006Telephone Tip- Delivering Great Customer Service With Your Voice
The sound of the voice is a physical experience for the listener and accounts for up to 97% of the impression we make when on the telephone. On top of that, 30% of our
voice energy is lost over the telephone equipment making us sound more impersonal.
We all have dealt with customer service, often with mixed feelings about receiving care with our best interest at heart. Much of our misgivings are directly correlated to how the customer service person “sounds” when taking care of us.
In audiences I have polled, attendees said the voices that turn them off when on the telephone sound: abrupt, in a hurry, indifferent, pushy, rude, insensitive, and
sometimes not professional in the words and language being used.
Sue, an audience member and an operator for a large telephone company, told us that her call goal was to make each person she talked to feel they were special. I asked the audience if they experienced this with calls they received and almost all said “No”. “How would you feel about having a conversation with Sue?” The response was, “It would be great.”, ” I would want to talk to her and do business with her.” Sue knows the key.
Our voice reflects our intentions and attitudes. What she was talking about was building a relationship with each client. She made them feel good about themselves and doing businesswith her.
We too can help others feel good about themselves and the choice they made to do business with us.
Here are ways for you to boost your energy and your intentions for building customer rapport over the telephone:
- Know what you want your voice to project
Enthusiasm, sincerity, caring, warmth? - Warm up your voice before speaking
(see warm up exercises on our web site)
http://www.myvoicespeakssuccess.com - Put a smile in your voice by smiling
- Sit erect at your desk
- Use your voice to guide them at a feeling level
- Listen-really listen for needs
- Use a moderate volume
- Demonstrate sincere interest
- Stand up or walk around to relieve stress
- Use a mirror and look at it before and during the call
- Be patient
- Respond not react
- Think before you think before you speak-make each word count
When you have a tone of voice that others love doing business with, you will making and receiving your calls with more personal satisfaction. Add a friendly and sincere tone to the following words and language and you will truly be appreciated by your customers and well remembered.
Acceptable words and language that build relationships:
- This: “Hello, Good morning…”, “Good afternoon…”
* Not: “Hi there”, “Hey…”, “What’s up?” - This:”My pleasure…”, “I’m glad we could help.”,
“Happy to do so.”
* Not: “No problem.” - This:”May I put you on hold?”
* Not:”Can you hold please?”(and you don’t wait for a reply),
“Hold on.”, “Just a sec.” - This: “Yes. Certainly.”
* Not:”OK.”, “Sure.”, “Uh huh.”, “Yep”, “Yeah.” - This: Listening to complete sentences from customer
* Not: Interrupting while someone is already talking - This: Getting clarity by rephrasing back, “What I hear you
saying is…”
* Not:Being defensive, rehearsing your answer, making
assumptions. - This: “Is there anything else I can help you with?”
* Not:(hanging up first) - This: Proper grammar
* Not:Ain’t, got none
Always listen for ways to respond that serves your customer. As a professional communicator it is your job to maintain a positive win-win attitude. Say “Today my customers will hear a warm voice that will let them know we have a warm heart.”
Build your communication muscle every day.Practice talking out loud before you get to work to warm up the voice, body, and mind. Or you can talk to the other drivers
if you don’t already do that!
Posted in Voice Coaching, Telephone Skills | Comments (0)
