What will most effectively enhance the warmth and friendliness of your tone of voice?

Building rapport over the phone can be tricky since customers can't see your smile or elements of non-verbal communication, such as gestures and facial expressions. Even though customers cannot see you, body language remains essential because it projects friendliness in your tone of voice. Bear these three tips in mind when speaking to your customer on the phone: ✓ Sit up comfortably with your back straight and your shoulders back. You can't sound friendly and polite over the phone if you're slouching. ✓ Put a smile on your face. Customers can hear it in the tone of your voice. ✓ Lean slightly towards the telephone or your computer screen, as if the customer were right in front of you. By doing so, you block distractions and concentrate on the person who you're talking to. The video below gives ten tips to build rapport over the phone: https://www.youtube.com/watch?v=x2YIiLyFetc

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