When respond­ing to a customer’s request, speak loudly enough to be heard, but not so loudly that you appear aggres­sive. If the cus­tomer is coop­er­a­tive and pleas­ant, match the customer’s pace. If the cus­tomer is in a hurry, increase your pace slightly to show urgency. If you are giv­ing com­plex infor­ma­tion, reduce your pace and insert pauses so the cus­tomer can digest what you’ve said.