Telephone Skills


‘In a manner of speaking’ by Lynda Russell-Whittaker

Following a few customer experiences this year that were less than satisfactory,  I felt it was time to write an article on the subject of telephone manners Reflecting on the differences between these poor experiences and other good ones, I think that they are more about the intention and manner of the person providing the […]


Three Dimensional Emphasis

By Ewan Pearson One thing that makes a good voice stand out from an average voice is in how the speaker uses their voice to give emphasis to the content they are presenting. When you hear it, it’s natural but powerful. So what ARE they doing differently? We have over the past decade conducted many […]


Deeper voices earn more money

By Alastair Grant Recent research at Duke University in North Carolina, USA has discovered that men with deeper voices make more money, run larger companies, and stay in their jobs longer. They are simply more successful. Dr Yi Xu of University College London agrees but also said that research shows that men prefer woman with […]