When it comes to customer service and sales, tone is everything. Just as important as the specific words they use, the way the employee sounds to the customer is what most affects a customer's experience.
Tone is linked directly to thoughts, so an employee's mindset will come across clearly in their tone.
BCI’s training focuses on tone. We know how to identify and measure tone, and this allows us to manage employee mindset. From this base, everything else we teach related to customer service and sales is absorbed naturally.
BCI understands that while important, words alone do not make an effective customer service representative. We know that tone is the important human element that most affects a customer's service experience and buying decisions.
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