links for 2009-01-12

  • "Your tone is critical. Most of the people you will talk to spend all day dealing with irrational and irate customers. Soft spoken curiosity about the negotiable nature of the current price will be met with a much more pleasant response than hostility and complaints about how #*$&%@! expensive everything is." This is the single best point in this article, and it works almost globally. With customer service folks getting mad is rarely going to advance your cause.
  • Yeah, because they never get to the point. I usually need one specific piece of information and I don't want to watch someone yammer on and on.