Can you hear someone smiling

The first sentence of each pair was altered to damp its smiling tone; the second, to heighten it. We suggest you wear headphones to hear the differences more accurately. Register or Log In. The Magazine Shop. Login Register Stay Curious Subscribe. Newsletter Sign up for our email newsletter for the latest science news. Sign Up. Already a subscriber? Smiling makes us feel good which also increases our attentional flexibility and our ability to think more holistically.

This idea was tested by Johnson et al. In other words, the big picture! According to an article on Discovery, human beings can differentiate vocal intonation not only between a smile and a non-smile but among different types of smiles. Even when you end up speaking to someone from Bangalore and you are at your wits end with the language barrier, a smile resonating half way across the world can be heard, and can help diffuse a negative situation. Same goes with the telephone. Smiling after the call has commenced changes the tone of your voice.

Several companies, like Nestles USA, have adopted the idea of putting mirrors on each work station for employees to see how smiling makes a difference on every call. What would your mirror say? Tell us about your experiences about a pleasant customer service representative and what it meant to you. For more articles from Shep Hyken and his guest contributors go to customerserviceblog. We want to thank Shep and his team for including Mother, May I — Etiquette Experts, as part of the guest bloggers on the site last week!

We appreciate your interest and hope the information is helpful to Customer Service Managers! Lisa Iadicicco — Mother, May I facebook. It's critical for everyone in an organization to understand what makes a great call. Here are some tips to make sure your callers experience the 'wow factor' the next time they call. It's important to get off on the right foot when answering the phone.

The best way to do this is with a smile. The tone of the human voice changes when smiling. It is readily perceivable to the caller and it sets the tone for the rest of the call. It's been proven that a smile puts the caller at ease. Their mood then matches that of the person who answered the phone for the duration of the call. Answering the phone with just your company name is not going to cut it.

Start the call off with a smile in your voice and use welcoming phrases that sound professional. Use opening phrases like:. After the answer phrase, include your company and name. If your company is on the larger side, let the caller know which department they've reached. Depending, on if the call was transferred to you, adding a 'how can I help you?

It also helps to identify the caller's need. It seems simple but it is worth reminding. Always be polite regardless of who is on the other end of the phone. Treating others with respect and dignity is what sets best companies apart. Now more than ever, it is important to extend grace to others whenever you can. You never know what someone is going through. Make sure you say please and thank you. At our call center, we strive for at least two pleases and a thank you on every call.

Multitasking isn't as beneficial as you might believe.