No one is at the top of their game day-in and day-out. When youre not feeling 100 percent, youve just got to fake it. Make your voice sound interested and enthusiastic, and the customer will come away from the call with a positive impression. And your mood and attitude will start to lift.
When you ask a question, raise your pitch slightly at the end (Italics show where pitch rises): How may I help you? If your voice stays flat or even falls at the end of a question, youll sound rude or disinterested. Test it yourself: Say, May I help you without the rise at the end. Then try adding more expression.
When you make a statement, drop your pitch slightly at the end to add a confident tone. If you enda statement on an up note, you may sound unsure, and the customer will wonder if you are providing accurate information. Try saying, Im sorry, I dont have an account with that name, letting your pitch rise at the end. Say it again, this time letting your pitch fall. Note how much more assured and positive you sound when your voice falls at the end.