Watch How you Say Things in Customer Service

Video Transcript

"In this section we'll be discussing another model known as the ABCs of customer service. I'm Pamela Unruh on behalf of Expert Village. Now let's stop and think for a minute about how you say something as oppose to what you are saying. This is a especially important if you're dealing with your customer on the phone and it does come into play when you're dealing with that customer in person as well. Just think about how your attitude and how your pronunciations and even down to what words you stress say different things to your customer. Let's use this basic sentence as a guide the sentence just simple says "I didn't say my boss took the money", I don't think anyone is going to say that about their boss. But let's talk about how this very simple sentence changes if you stress different words. Let' start with I, I didn't say my boss took the money. What does that say to you? Maybe somebody said but it wasn't me, I didn't say it. I didn't say my boss took the money I am very denying that I had any involvement with that kind of statement at all. I didn't say my boss took the money but maybe I wrote it down or maybe I emailed it but whatever happened those words did not come out of my mouth. Put the two next words together I didn't say my boss took the money maybe I was saying somebody else did but I deny that I ever said that my boss did it. I didn't say my boss took the money maybe she looked at it for a while but I didn't say she took it. The last word I didn't say my boss took the money maybe she carried computer equipment out I don't know whatever the case may be. But any way you look at it what ever different word you stress it says different things to your customer that's why the word free is so important in advertising. That is why you always hear it stress so much whatever word you place them and put emphasize upon it's going to be what, where you're going to draw the customers focus. So be very careful about what only what you say but how you do say that."