By Ethan Lessiter Phone Voiceovers for Business 0 Comments

Squashing workplace conflict before it squashes you.

No matter what line of your work your company provides, no matter if it’s a large corporation or an aspiring small business, no matter if you have high or low turnover of employees, you’re bound to run into some conflict. And that’s actually not a bad thing! Conflict means that employees are able to think on their own, that they’re comfortable enough to display displeasure and, for the most part, they’re still willing to work despite the conflict.

What becomes a problem is if you allow the conflict to boil over and if you allow conflict to taint a workplace, rendering it a negative environment. So before that happens, a good manager or coworker needs to nip it in the bud.

There once was a voiceover assignment from a company which turned in two scripts to a voice over actor, both nearly identical. It was confusing because, aside from cosmetic details, both scripts were asking the same questions and describing the same products. Turns out that both were submitted because the client was, in fact, two separate employees, each fed up with each other and each determined to submit a script before the other. What they hadn’t realized was they were both essentially on the same page. The point is, communication is key! Many times conflict comes down to not feeling heard and not being acknowledged and nothing more than that. So listen up.

Sometimes, it’s a bit deeper than that and emotions run high. When that’s the case, it’s critical to set boundaries and standards. All employees must understand the line and never cross it. That may mean never showing an attitude in public; it may mean never raising your voice at a superior. Whatever it is, having ground rules makes it easier for everyone.

Along those lines, squashing conflict is simply a matter of understanding the desires of both parties. When people feel their demands are being attended to, they become less rash and more logical. So if you’re a boss, it’s your job to understand the needs of others. This doesn’t mean meeting all needs, but it does mean empathy. It does mean taking the time to explain. And it does mean compromise.

Doing so is better for everyone.

 

 

 

 

By Ethan Lessiter Phone Voiceovers for Business • • 0 Comments

Crafting a Personal On Hold Message

Okay, so you’ve crafted that on hold message script and you’re looking for that perfect voice over to represent your company. After all, it’s those expert voices that really make your script come alive. But did you realize there are certain things you can do to your script to make your on hold message more personal? Let’s have a look.

  1. Include levity in your script’s tone: Does the tone match your organization? Sure, if you’re a law firm you need to uphold a professional demeanor throughout. But if you can incorporate some humour into your script, your voice artist can naturally make your company more appealing and relatable.
  2. Make it interactive: By giving choices when your client is on the phone, your company turns the ‘listen and wait’ time into ‘listen and participate.’ So if there is a possibility to direct your caller to different departments, feel free to give command back to the caller.
  3. Avoid the cliché: Thank you for holding. All parties are currently assisting other customers. Please wait and someone will assist you shortly. Your patience is appreciated. Did you zone out already? Your caller probably did too. Using standard greetings is fine, but the more you fine tune that script and rid it of clichés, the more personal it will be.
  4. Include your slogan: And on that note, do include specific company information. That may be a slogan, specific contact information or a relavent promotion. Your caller knows that he or she called the right place.
  5. The use of the question: Did you know that questions naturally make you pay attention? Do you see what I’m doing here? Are you engaged even if you know you won’t literally answer out loud? Incorporating questions breaks up the monotonity of the script and gives a level of interactivity. Use them.

By keeping these tips in mind, you’re on your way to fine tune that script. Your voice over professionals will do everything they can to make it shine, so make sure you do everything to help them help you.

 

By Ethan Lessiter Customer Service • Phone Voiceovers for Business • • 0 Comments

Is it time to axe the apology?

In customer service it seems we spend a lot of time problem solving, putting out fires and apologizing to customers. It’s a natural and necessary part of customer support but when it comes to our messaging is it time to put our apologies on hold?

Specifically we’re talking about the common habit of inserting apology messages into a holding guests wait time. You know the ones:
‘Your call is important to us, we apologize for keeping you on hold, our phone operators are on other calls but we will be with you as soon as we can.’
Companies think they are doing the right thing by acknowledging their customers frustration on hold, but what some studies now show – is that it’s making it worse.

But why?
Humans don’t like to wait; it’s hardwired in all of us. So the last thing anyone needs is to be reminded that they are waiting, especially if they are in the flow of good music. Often a caller will be happy enough humming away to a good tune until sudden the messaging pops in to remind them ‘Hey! You’re waiting!’

Even worse is if that messages only purpose is to remind them they are waiting with no other helpful information.
It’s like having your car stuck in the mud on a remote road, waiting for hours and finally another car pulls up, the driver winds down the window and says ‘So, you’re stuck in the mud eh?’
Then he quickly winds up the window and drives off into the sunset.
Annoying, frustrating and no help whatsoever.

So how can you do messaging without the apologies? Try to create positive energy in your holding system while minimizing the negative.

  • Use great music. Picking something your client base will love is key to keeping them entertained. Something that can be sung along to and creates a good feeling. When choosing always keep in mind who your core audience is to guide style.
  • Consider letting songs run full length before playing messaging. Too long? Use shorter edited versions for the same effect but more messaging time.
  • Only give quality information. Target it to your market and speak in a conversational tone.
  • Short and sweet. Keep those messages simple and tight, there’s only so much a caller can take in.
  • Instead of apologizing be helpful – if a common problem calling issue can be sorted by directing them to your website be sure to tell them. If a large number of calls are enquiring about opening hours, get that information into the initial greeting message.

Put your apologies on hold for happier customers!