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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.

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