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Today's column

Posted by Robin Abrahams  September 16, 2012 11:44 AM

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... is online here. The first question addresses inadequate customer service:

Managers and other people in customer-facing jobs ought to take the initiative to make things right for a disgruntled customer, but frequently they don't. When you are faced with a bad product or service, it's best to decide in advance what you'd like the company to do in response to your complaint--replace your product? Comp part of your bill? (This is also a good reality check for you, the customer. Do you actually want things to be made better, or do you just want to yell at someone?) If your complaint doesn't bring forth an adequate response, tell the manager what you want. If he or she is willing to make reasonable amends, be gracious in victory. If you continue to get a corporate shrug of the shoulders, civilly inform the company representative that you'll be sharing this story with all your friends and the Internet.

(Can't get through the paywall? Friend me on Facebook & we'll talk, darlings.)

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About Miss Conduct
Welcome to Miss Conduct’s blog, a place where the popular Boston Globe Magazine columnist Robin Abrahams and her readers share etiquette tips, unravel social conundrums, and gossip about social behavior in pop culture and the news. Have a question of your own? Ask Robin using this form or by emailing her at missconduct@globe.com.
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Who is Miss Conduct?

Robin Abrahamswrites the weekly "Miss Conduct" column for The Boston Globe Magazine and is the author of Miss Conduct's Mind over Manners. Robin has a PhD in psychology from Boston University and also works as a research associate at Harvard Business School. Her column is informed by her experience as a theater publicist, organizational-change communications manager, editor, stand-up comedian, and professor of psychology and English. She lives in Cambridge with her husband Marc Abrahams, the founder of the Ig Nobel Prizes, and their socially challenged but charismatic dog, Milo.

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