Even though your customer doesn t see you, your posture, body language, and facial expression will be communicated through the tone of your voice. The fact is, our hearing is so attuned to subtleties of speech that people can tell if you are smiling. Likewise, your customer can tell if you feel exhausted and are slouching at your desk.
Customers can hear our attitude in our tone.
The good news is that feelings follow actions. So if you force yourself to smile, you will actually begin feeling more enthusiastic. It sounds absurd, but it s true. In fact, some agents put a mirror at their workstation as a reminder to smile. Do whatever you can to monitor your attitude, and the interactions with your customers will improve.