In my book, Common Sense Service,  there is a chapter titled: In Love With the Voice!  This chapter chronicles the skills of a real life service rep with an exceptional voice and how this voice built amazing relationships with customers.

This week I was reminded of this when I spoke to Suzy, a telephone representative with a vacation rental company (YES- I am finally going on a vacation!)

Suzy's voice carried such enthusiasm that I thought she might just jump right through the telephone and into my office.  Her voice was in definite contrast to the representative at the same company with whom I had conversed earlier in the day.  That representative was polite and professional but "unremarkable" (is that a word?!)

Suzy was definitely remarkable.  When I complemented her and asked her how she came to project such a vibrant attitude she told me that as a child she had a major speech impediment.  This caused her to attend speech therapy where she learned to articulate each and every syllable of every word.  She said that she combined this skill with a "touch" of enthusiasm in her current role as a telephone reservation specialist.

What a lesson for anyone who ever picks up a telephone.  Combine articulation with a touch of enthusiasm and YOU can be REMARKABLE!