Using the Right Tone of Voice to Enhance Customer Service

Connie Lansangan Published on July 17, 2018 Last updated on September 5, 2021

Once, during a meeting, my colleagues got into a heated discussion, not because they were on opposing sides, but because they misconstrued the tone each other used.

Emotions inevitably rose, and an argument exploded—one that could’ve been avoided had both parties used friendlier tones.

customer service tone of voice depiction agent speaking to customer over the phone

Customer service is often an incubator for these situations.

As any customer would know, it’s quick to elicit further negative feelings when either party starts sounding angry. I get it; it’s downright frustrating. So many disastrous interactions could’ve been prevented if they’re using the right tone of voice.

Conversations naturally become heated when an aggressive or boastful vibe starts emerging. And customer service managers should be aware of this. Since most interactions with customers take place over a medium—including the phone, email, and social media—enhancing the tone used is essential.

Consider the 7-38-55 rule

During the 1970s, UCLA professor Albert Mehrabian came up with the 7-38-55 formula for effective communication. The idea behind this rule is simple: the words we choose contribute only a small fraction to the total quality of conversations.

male call center rep busy attending to customer call_Open-Access-BPO

Mehrabian broke down communication into three elements and quantified their values:

  • 7% spoken words

  • 38% tone of voice

  • 55% body language

As conversations tend to be complex and dynamic, however, Mehrabian cautioned against overly simplifying the interpretation of his formula.

But what can call centers and their agents learn from this rule? The 7-38-55 principle shares two important insights. Firstly, nonverbal cues play an important role in most communication instances. And lastly, customer service reps must complement their words with the right tone and, as in the case of live video chat support, body language.

Tone and voice

The tone of voice you’re using reflects your emotional state and your attitude. Depending on the situation, your tone can be:

  • humorous and entertaining;

  • empathic and understanding;

  • friendly and conversational;

  • formal but not distant;

  • smart and casual; or

  • informal but not tasteless.

On the other hand, voice refers to the overall personality you’re conveying. It’s an indication of your character rather than your emotions.

What tone should be used for customer service?

customer service tone of voice depiction smiling woman call center agent

Choosing the right tone for customer support must be done on a case-by-case basis, as tone must evolve to meet the needs of the specific customer you’re talking to.

Therefore, agents need to be educated and trained regarding communication techniques. They must be able to gauge the mood and personality of the person they’re talking to and come up with appropriate responses.

It’s not always possible to tell what tone of voice customers would prefer, but consider the following to enhance the quality of conversations.

  • Casual or formal?

    customer service tone of voice thinking call center agent

    A lot of call centers would say they usually adopt a neutral tone. And while it’s the safest choice, it’s not always the best one because it doesn’t consider responses from the customer that require specific tones.

    The downside is that the agent tends to sound uncaring and distant, and customers hate that.

    Generally, it’s better to be casual and friendly whether on the phone, email, or social media.

    According to a study by Software Advice, 65% of customers prefer a casual tone for customer support. Interestingly, this finding is consistent across all ages and genders.
    Hence, no matter who the agent is talking to, it’s safe to assume that they prefer a more conversational beat.

  • Consider the context

    customer service tone of voice smiling support representative in call center agent

    While customers generally prefer a friendly tone, understand that it doesn’t apply to all types of interactions. Each conversation has differing contexts, so your customer service reps must be able to assess the situation and respond in the best way possible.

    For example, during negative situations, customers interpret a casual tone as being insensitive or condescending.

    According to a Salesforce study, 78% of customers prefer a formal attitude when agents have to decline their requests. On the other hand, 35% of customers don’t want agents to be overly formal when granting their wishes.

    Also, consider the customer’s mood. Agents must be careful when talking to frustrated or angry clients. Aside from being extra sensitive and compassionate, they must also use other communication techniques to manage the situation.

  • Use of emoticons and web lingo

    customer service tone of voice using emoji emoticon call center agents

    When communicating over the web, it’s typical to use emoticons, emojis, and Internet lingo like “LOL,” “BRB,” and others.

    However, many customers find these inappropriate for customer support. Thirty-five percent of customers felt that emoticons were too informal, and 26% felt the same about colloquialisms.

    There are instances wherein emoticons and Internet-speak may be used but do so with caution. For instance, customers may expect agents to be formal over live chat than in email. Also, if the customer uses them, it’s usually safe to follow suit.

Nothing can improve the agents’ tone of voice more than observing proper customer service etiquette. Listening attentively to the customer and genuinely showing care can instantly improve the conversation. Managers must remind agents that it also pays to be honest, empathetic, and patient in solving customers’ issues. These actions can improve the customer experience and allow brands and consumers to form a lasting relationship.

Open Access BPO’s customer support experts are trained to provide utmost support in over 30 languages over multiple channels 24/7. Contact us today to make sure your customers are heard and their needs are met.

Read More

Avatar photo
Connie spent most of her early years as a lifestyle and culture blogger before turning quasi-corporate as a feature writer for a magazine. She has since turned full-corporate, covering outsourcing, call center, and customer support news and features for Open Access BPO.
Join us on facebook
Open Access BPO Yesterday
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗟𝗮𝘂𝗻𝗰𝗵𝗲𝘀 𝗦𝗛𝗜𝗙𝗧 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺 𝗳𝗼𝗿 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀

Multilingual call center Open Access BPO announced the official launch of 𝗦𝗛𝗜𝗙𝗧: 𝗔𝗻 𝗢𝗔𝗕𝗣𝗢 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺, an initiative designed to foster sustainable health and well-being among its employees.

The program, whose acronym SHIFT stands for Sustainable Health and Integrated Fitness Transformation, aims to address the challenges of sedentary work lifestyles prevalent in the BPO industry by providing comprehensive support for health improvement.

The OABPO SHIFT Program will offer a holistic approach to employee wellness, encompassing structured physical fitness activities, wellness coaching, and a smart, sustainable nutrition guide.

This program highlights Open Access BPO's dedication to employee well-being, recognizing that healthy team members are key to both professional success and a great quality of life.

Employees are encouraged to check their official Open Access BPO email for detailed information on program enrollment and participation.

#WeSpeakYourLanguage
#OneForHealth #oabpoSHIFT
#IdeaHubOABPO #EmployeeWellness
#WellbeingAtWork
Open Access BPO 5 days ago
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

But how can your brand consistently deliver on this crucial front?

Improve your customer interactions and build stronger connections on social media by reading all about it on our blog: https://buff.ly/sdjJ2A3

——————————
Give your brand a CX boost on the social web!
Outsource to a #CustomerService expert today: https://buff.ly/aBetHaO

#WeSpeakYourLanguage
#CustomerService #CSat
#CustomerExperience #CX
Open Access BPO 15 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 15 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 15 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 16 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

“This program is more than just planting trees; it’s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,” said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO