Steve Donovan from Ovo Energy talks with Chris Fitch about a tool that everyone working with customers will use every single day, but which most of us probably don’t give enough attention, care, or love to: our voice. Steve walks Chris through the Ovo training team’s ‘tone of voice’ model (covering pitch, pace, volume, energy, and articulation), talks about using this with vulnerable customers, and shares his top tips on how to protect and look after our voices. Steve is Vulnerability Lead at Ovo Energy and can be found at: https://www.linkedin.com/in/steven-donovan-865a40131/