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Temat: Życie codzienne
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.
