Its not the words, Its the way they sound

Was singing the Keith Urban song that was my weekend pick. Played the original for Alphy. She said the way I sang, it sounded 'angry'. Urban sounded as though he didn't mind, though he sings of a break-up.

I know why it sounded different. It was the pace and the tone. I sounded 'gruffer' (honest!), slower. Goes to show its never always the words, its the way they sound.

Customer service is never as much about the words, its the way they sound to the customer. The 'right' sounds hit home. It may defuse a volatile customer, encourage a reluctant customer to buy...