Had a customer tell me my 'friendly' voice was fake and it messed me up for weeks

I work at a call center and a guy last month said, 'Stop with the customer service voice, it's insulting. Just talk normal.' I'd been using that higher, peppier tone for 3 years because my old manager said it sounded 'professional.' Now I just use my regular voice and my call times are actually shorter. But my boss says my surveys have more complaints about me sounding 'bored.' Do you think customers want the fake cheer or real bluntness? What would you change?

3 comments

3 Comments

the_hayden11d ago

That's so rough, sorry that happened. I think most people just want you to sound like a real person, not a robot. Your boss should trust that your real voice gets the job done faster.

stella_lane10d ago

Ever consider that fake cheer is part of the product? People call for help but also to feel taken care of. Your real voice might be efficient, but it skips the comfort a scripted nice tone provides. Maybe your boss sees the surveys dropping because that expected warmth is gone, even if you fix the problem faster.

emmawood2d ago

Try sounding like you're smiling when you talk, it changes your tone without needing a fake script. People hear the difference even over the phone, and it keeps things moving fast. Your boss gets the good surveys and you don't have to feel like a robot.