Page 5 - Inside Access February 4th Edition

LIVING THE BRAND
Tone of Voice
Tone of voice is how the character of a business comes through in the words spoken and written by its employees. As a brand, our tone of voice sets us apart from other businesses and our competitors; it tells customers who we are.
“I have the ability to work under pressure” this is one of the skills that we boast of in our respective CVs, however, at the slightest pressure you are snapping at customers and sending emails to your colleagues in CAPS because you are angry or overwhelmed.
At Access Bank, the tone of voice we use when communicating to our colleagues, clients and customers is POSITIVE, CLEAR AND SUPPORTIVE.
Positive because we bring a sense of optimism when communicating with our customers, we believe we can do anything and surmount all obstacles. Clear because we are concise when communicating and supportive because we try to put ourselves in our customers’ shoes and we are committed to helping them be more.
As a brand champion, your tone of voice should always
reflect the above. (Positivity, Clarity and Support).
As a brand, the aim is to be consistent with our tone of voice to ensure our customers hear the same voice at every brand touch point. As they say charity begins at home, start by being positive and supportive whenever you relate with your internal customers, don’t send mails or messages in CAPS, don’t snap when they seek support or clarification. Exhibiting these behaviours internally, will naturally permeate to external stakeholders.
If you are tired or you feel overwhelmed, kindly take a breather or engage your supervisor on better strategies to deal with the pressure associated with your job function. Your tone of voice when dealing with customers (internal or external) must always be positive and courteous. Be intentional about your tone of voice today, it improves the quality of service delivered to customers at every point they come into contact with the brand and it also sets you apart as a professional.
Contributed by Oluwaseyi Adekanye
PAGE 5 INSIDE ACCESS | FEBRUARY 2021 4TH EDITION