CHAPTER 24
A PLAN FOR VOICE IMPROVEMENT
The following improvement plan has two focuses. The first is to improve your general vocal quality. The second is to improve your communication effectiveness, that is, your ability to communicate courtesy and helpfulness—the two basic customer expectations. Naturally, these two elements are intertwined: Improved vocal quality will help you communicate better, and good word choice and listening skills won’t mean a thing if the caller can’t understand you.
VOCAL QUALITY
To begin, conduct your own vocal assessment. Using your everyday telephone voice, tape record yourself reading this Vocal Quality Test Paragraph:
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