He was talking about how to turn a frustrated customer into a happy one with patience and understanding and careful listening. It was good stuff.
But, then he said that the real key was how you answer the phone in the first place. Your tone of voice is so important. It can make the whole call better if the tone you use to answer is welcoming and inviting.
Pretend that every call coming in is a call from someone you really want to talk to - someone you are really interested in talking to.
"A trick I use is to pretend that every call coming in is a call from my sister who is someone I always want to talk to."
Awwww but, really, that is such great advice!