A Note from Ruby Read More Special Offer: April Webinar Series Read More Feature Article: "What is your Tone Telling your Customers?" Read More Ruby Recommends Read More	March 17, 2009 Volume 6, Issue 2 Sign up for this Newsletter or Read Past Issues
"Helping organizations make exceptional customer service a way of life through consulting, training and keynotes."

R & R As you read this I will be enjoying some R & R in Marco Island with the man of my dreams - and hopefully sipping a few umbrella drinks….all in the name of customer service research of course! I'm so excited because when I get back we will be putting the finishing touches on our next round of webinars! Be sure to check out this great opportunity for online learning. You can watch the webinar I presented last week at www.RubySpeaks.com and register for those planned in the weeks ahead. Your fan,

Ruby Newell-Legner, CSP

Register today for Ruby's April Webinar Series! * How to Select Great Employees! Thursday, April 2, 2009 11am MDT * How to Develop an Effective Employee Training Program Thursday, April 9, 2009 11am MDT. * Supervisory Skills for Success Thursday, April 16, 2009, 11am MDT For the low price of $59 each or series of all 3 for $147! Click here to register! Sit at your desk, watch Ruby's slides on your computer and listen to Ruby share ideas to help you. No software needed!

Mae West said, "It's not what you say - It's how you say it!"

She reminds us that our voice is one of the most important tools we have and nowhere is that more true than in customer service. The tone we choose can create a positive or negative impression in everything we say.

A few years ago, as we contemplated a variety of services for our new home, we called many companies to inquire about their offerings. One particular company was Ranger American, an organization that installed and monitored security systems. I chuckled each time I called because the person on the other end of the phone said. "It's a great day at Ranger American!" but quite frankly it sure didn't sound like it! It sounded more like someone had said, "I'm answering the phone this way because someone told me to." Out of necessity, the receptionist welcomed each caller with that phrase but did not sell any of the positive notions the greeting intended.

Think about these three common phrases we hear from someone in customer service. Depending on the tone and the voice inflexion, it can either be a sincere remark or come across as a sarcastic sentiment:

"Is everything ok?"
"May I help you?"
"Welcome back!"


Our tone of voice will let our customers know if we like our job and if we care.

Results of a recent AMDOCS study show that 80% of today's consumers would rather go to the dentist, sit in a traffic jam or pay their taxes than deal with an UNhelpful customer service representative.

Think how easily it can be to be perceived as "unhelpful".

Variations in tone can leave a range of perceptions:
Helpful to disinterested
Focused to scattered
Patient to bored
Polite to annoyed
Compassionate to disrespectful
Confident to unsure
Sincere to sarcastic
Alive to comatose


So the next time you coach an employee, don't just teach them what to say…teach them how to say it! When their tone is in sync with their words, they will help form a positive impression for your entire business.

© 2009 RubySpeaks, Inc. You are free to reprint or share this article providing you include Ruby's copyright information, leave it unaltered and include Ruby's contact information on the page.

Ruby recommends that YOU ...

... recommend this newsletter to your friends and fellow professionals.... please pass this on to a colleague and invite them to join you online for a learning session with Ruby March 26th.

Mar. 25, 2009	Trainer, Fort Knox Army MWR Fort Knox, KY
Mar. 26, 2009	F.R.E.E. Webinar with Ruby, 11 am MDT - Seven Star Customer Service: Starting at the Top to Impact the Bottom Line, Click Here
Mar. 30, 2009	Keynote Presenter, Preferred Funeral Directors International Conference Palm Springs, FL
Apr. 02, 2009	Webinar with Ruby, 11 am MDT - How to Select Great Employees!, Click Here
Apr. 09, 2009	Webinar with Ruby, 11 am MDT - How to Develop an Effective Employee Training Program, Click Here
Apr. 16, 2009	Webinar with Ruby, 11 am MDT - Supervisory Skills for Success, Click Here
May 04, 2009	Presenter, 8th Annual Government Customer Support Conference and Expo 2009 Alexandria, VA
May 13-14, 2009	County of Los Angeles Parks and Recreation Department Arcadia, CA

Recognized as a leading provider of staff development programs for the Leisure Industry, Ruby Newell-Legner has designed and presented more than 1800 programs in nine countries.

Ruby offers customized learning programs, targeted to supervisors and front line staff. As an award-winning, international speaker, Ruby works with organizations to build better relationships: from front-line employees to customers, from co-worker to co-worker, and from supervisors to the employees they supervise. She helps participants refine skills that make relationships work.

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