Blog by Sumana Harihareswara, Changeset founder

27 Oct 2004, 16:23 p.m.

Customer Service Lessons

Hi, reader. I wrote this in 2004 and it's now more than five years old. So it may be very out of date; the world, and I, have changed a lot since I wrote it! I'm keeping this up for historical archive purposes, but the me of today may 100% disagree with what I said then. I rarely edit posts after publishing them, but if I do, I usually leave a note in italics to mark the edit and the reason. If this post is particularly offensive or breaches someone's privacy, please contact me.

If you are yelling profanity at the email on your screen because the customer has the audacity to suggest a deficiency in your website's help infrastructure, take a break away from the computer.