A short article, but the point it makes is absolutely true. As an email tech support provider my #1 tool in defusing the anger at a situation is responding in a

A short article, but the point it makes is absolutely true. As an email tech support provider my #1 tool in defusing the anger at a situation is responding in a "real" way, often like what's shown in this article. In 18 months of supporting 40k+ users I've yet to receive a single negative comment about it.