What's the most important word in the phrase "customer service?"

I've just been bowled over by lately by people telling bad customer service stories.

Right over at at Knittymama - a bad experience in a yarn store.

Allison over at A Day Late and a Dollar Short - she's got a bad customer story from the owner's perspective.

Turns out there's a whole forum topic over at Ravelry about "How to annoy/lose customers."

Now, I have had a terrible headache today so perhaps that's making me see the bleak side of things. But I'm having a hard time with all the unpleasantness/rudeness that's been in the news lately.

I can only recommend a book that made the rounds of my friends a few years ago, Choosing Civility: The Twenty-Five Rules of Considerate Conduct by P.M. Forni is a great discussion of the social skills we need to all get along. I haven't read his new book, The Civility Solution: What to Do When People Are Rude but I think it will be next on my list.

So my Cool Wednesday link is Dr. Forni's website - The Civility Website.


"People will forget what you said, forget what you did, but they will never forget how you made them feel.”
~Maya Angelou