Sometimes, it's not the customer service words themselves, it's the manner in which they are said.
I was buying several armfuls of cut flowers at a large warehouse store and the grower, who had thoughtfully put them aside for me that morning, was also kind enough to give me the tall container they were in so I could carry them fairly easily.
As I was standing in the check out line, I heard the person assisting the checker say something about "bucket" and the checker respond to him with a swagger in his voice, "No, and she's going to want to and I'm not going to let her."
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Remember...
When you were young, did anyone ever say "Don't you take that tone of voice with me!"?
For a message to be consistent, the words and tone need to match. If there is a difference between what you say and how you say it, the listener is going to believe the sound (tone) more than your words. Think of someone saying "Wow, we're having a great time now!" in an Eeyore voice - are you going to believe the words or the tone more?
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