Nothing makes or breaks a call
quicker than an advisor's tone

Improving service with advisor tone — 1 day workshop

When industry analysts ContactBabel polled contact centre managers on what makes customers satisfied, 'friendly and polite advisors' came second only to first call resolution. In our research we also found that getting the right tone with voice and language increased satisfaction scores by 95%.

This fun, fast paced and practical one day workshop is a great introduction to helping advisors develop their tone and improve service. It's been created for managers, team leaders and trainers by our team of voice, psychology and service management experts.

Why's tone so important?
Tone of voice is 'how you sound'. It's a message that tells your listener about your personality as well as your attitudes and emotions. It'll let them know whether you're warm or cold, helpful or obstructive, confident or nervous. It's present in every conversation you'll ever have and is conveyed through both the words you choose and how you say them.

Advisors' attitudes and emotions are also understood through tone. And these have a big say in whether customers come back for more and what they tell their friends, as well as service scores such as Customer Satisfaction, Net Promoter and Customer Effort.

Who's the workshop for?
It'll be of benefit to anyone who wants to find out more about the importance of spoken tone and how to develop it. Contact centre managers, team leaders, trainers and advisors will find this workshop especially useful as it contains exercises to improve tone that advisors can use, information on why it's so important as well as how organisations can go about managing tone better.

The workshop in a nutshell
What tone of voice is – The science behind it and why it's so important for advisors and service.

What to say – Practical exercises for advisors on using positive words to create more positive conversations.

How to say it – More practical exercises that'll help your advisors learn how to develop the way they say words.

Adapting your tone – Recognising a customer's personality, attitudes and emotions by their tone. And adapting your tone to suit.
Tones that make and break service – Tones to avoid and which ones actually improve customer advocacy, retention and those all-important satisfaction scores.

Working with scripts – Practical exercises that'll help your advisors breathe life into those dreaded scripts.

Managing tone of voice – From quality assessment to performance management and recruitment, the steps that your organisation can take to develop tone of voice.

Want to know more?

Next public workshop dates and locations
This course is currently only available as a private workshop. Get in touch for the latest on when and where our next public workshops will be.

Private workshops — let us come to you
If you'd like more of your managers, team leaders and trainers to benefit from the workshop, we're happy to come to you. Private courses are for up to 12 people, will be more cost effective for larger groups and we can tailor some of the content for your organisation.

What's included?
The workshops normally start at 10 in the morning and last until 4 in the afternoon. You'll also get a printed course summary to take away that covers everything you've learned.

What they say...
Martin Simper – Virgin Media Procurement Director

"Your workshop was very informative and the team really enjoyed it. Great interaction, lots of fun and we could really relate it to what we do . ."
Phil Middleton – Head of Customer Services, Circle Housing Anglia

"soh built a fun one-day workshop. Our advisors now know how to use their tone to improve their performance."
Matt McEnroe – Head of Member Services, Which?

"Excellent interactive workshop, thanks!"

Who's leading the workshop?

The workshop was developed by the team who create our spoken tone of voice programmes. Their skills cover voice performance, education, psychology, management and service.

Workshop leader - JaninaIt's led by Janina Heron, who's helped some of the biggest companies in the UK (including Allianz and Virgin Media) develop their tone of voice. She trained as an actor and combines her knowledge of voice with psychology, having also qualified as a Neuro-linguistic Programming (NLP) licensed practitioner. Janina is a successful voiceover artist and can be heard in TV ads, IVRs and in-store promos for leading brands such as Disney, Cadbury and Mercedes Benz.

Tone of voice programmes
If you're interested in tone of voice training for your whole contact centre, take a look at our tone of voice programme. It covers everything from training to management and recruitment.

Want to book or need more information?
If you'd like to come along or find out more, drop us an email at workshops@soh.co.uk. Or, give us a call on 0208 996 5888.