Why We Smile Behind the Phones

Why We Smile Behind the Phones
“It’s not so much what you say
As the manner in which you say it;
It’s not so much the language you use
As the tone in which you convey it.”

This poem, from an unknown author, is about as old as it is relevant to modern communication. A product sold 73% more when it came with a “bonus pack” than when it was discounted to the same unit price. After a strong debate performance by Mitt Romney on October 3rd, 2012, his support rose by 4% among registered voters and 6% in likely voters, despite no policy changes. Clearly, the “manner” is a pretty big deal, regardless of the actual “message”.

Alliance Communications has understood this since 1987, and over the years we’ve perfected “how” our representatives say things. When you partner with us, you’re given complete control. Every step of the process, from “hello” to “goodbye” is determined by you. You tell us what to say, but how will we say it? With a smile.

Scientific studies have proven that, even over a non-visual medium such as the telephone, it’s easy to hear a smile. To some, this may seem like common knowledge. We do our research here at Alliance, however, and have found that this tactic only works when using the “Duchenne smile” — an earnest smile, where the eyes squint and the corners of the lips are drawn up into a crease. We’ve trained our representatives extensively in the art of conveying a Duchenne smile over the phone to ensure your customers are always greeted by a warm, friendly, inviting voice.

Many answering services offer customizable scripts. But only with Alliance Communications are you given complete control over the process and a guarantee that your callers will be greeted like the valued customers that they are. Give us a call at 800-555-3738 to have your cake and eat it too.

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