Tone and Manner

Name: Outsourced Quality Monitoring
Brand: VereQuest

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Learning Objectives

Evaluate your own voice against 10 key characteristics that support clear and confident communication (diction, volume, pitch, voice inflections, speed, enunciation, jargon, non-words, idioms + slang, and more).

Course Overview

This course explores the vital role tone and manner play in a customer service environment. Participants will learn how the way they speak—tone, pitch, and pace—affects customer perceptions and interactions. The curriculum covers techniques for maintaining a positive, respectful, and professional tone, even in challenging situations. By the end of the course, participants will be equipped with practical strategies to enhance their tone and manner, fostering more effective and empathetic customer service interactions that contribute to a positive brand experience.

All VereQuest e-Learning Courses have been created by contact center professionals leveraging industry best practices assembled by listening to/reading millions of customer interactions, across a number of industries. Ask about our customized courses for your industry.