I'm Not "Warm And Fuzzy"

As you may know, I've been covering the phones after-hours while the boss is on his honeymoon. Today, at lunch, when I was all alone in the funeral home, we get a call from a funeral home up north. They need us to pick up a body at the local hospital, perform the embalming, then ship the body to them. They wanted to know what our cost for this service was. Now, prices are my weak point in my training. In the past, whenever I would try to answer pricing questions, my boss would usually criticize me for doing it wrong, or for even doing it when I really wasn't trained to, or whatever. With this in mind, I took the name and the number of the person I was speaking to, and told him the owner would be calling him in just a few minutes. I called the owner on his cell phone and he was able to tell me where to find the price and what to say when I called them back. When he returned from lunch, we sat down and discussed giving prices over the phone. He then made this comment, which was not meant to be mean. He said that while I was very polite and professional on the phone, I wasn't "warm and fuzzy," meaning that I didn't come across as empathetic enough, or caring enough, or however you want to look at it. So I need to work on improvement in that area.