I might be indulging my geeky side here (surprising, as I didn’t know I had one) but I enjoyed looking at this list of 404 Error pages (the page you get when a link to a website is broken). These sites are worth a look because they manage to inject humour and personalize into a negative message. You might have wasted your time clicking the link, but at least it made you smile. I wonder how this principle might be applied to customer services departments? And if it would reduce the amount of irate customers certain companies have to deal with.
Although I’ve often thought that the companies that plaster their walls with warnings that aggressive customer behaviour won’t be tolerated are usually the ones with the rudest staff. Funny that.