Matching voice on the telephone

Matching voice on the telephone

Matching techniques on the telephone

We mirror and match customer behaviour to more effectively communicate with customers.  When we behave in a manner that listeners prefer, it helps them feel comfortable and focus on the subject matter of the message without distraction.

To be clear, the practice of mirror and matching should never be considered a deceptive sales practice designed to manipulate or overly persuade.  Instead, think of it more like attempting to speak the native language or observing local customs when visiting a foreign country.  Mirror and matching is extending a courtesy by acting in a way that the listener wants you to act.

Representatives that focus on mirror and matching techniques find they are increasingly able to provide better customer service to their customers.  They also attract a larger number of customers, since they are able to behave in ways that a wider array of people prefer to relate and communicate. The art of mirror and matching can be categorized into five disciplines that are further explained below.


  • Match their mood, energy and emotional state. (You have to work from verbal cues as there is no body language.)

But of course in person, visual representations should be replicated:

  • If they sit forward, you sit forward
  • If they cross their legs, you cross your legs
  • If they slowly drink water, so do you
  • If they talk with their hands, you talk with your hands


  • Speak at the same speed and tempo as the customer
  • Don’t speak fast in fifth gear when they are back in first gear
  • Speaking at different paces creates a noticeable disconnect between you and the customer


  • Speak as loud or as softly as the customer
  • By matching volume, you can slowly bring them to more of a neutral volume. As a result, quiet or shy people begin feel more comfortable and begin to speak up. Loud and gregarious people also start to relax and listen to your message


  • Make your voice sound like theirs
  • Match their emotion: anger, stress, sorrow, excitement etc
  • Match foreign or ethnic accents subtly
  • Match their level of grammar – don’t be too fancy or casual for your customer


  • Repeat their favourite words back to them
  • A great way to communicate that you hear and understand their needs
  • Use the individual words they use multiple times

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