Now might be a good time to recall the School of Apology by Joel Spolsky. It's rather succinct: Apologize unreservedly, or not at all. http://www.joelonsoftwa

Now might be a good time to recall the School of Apology by Joel Spolsky. It's rather succinct: Apologize unreservedly, or not at all. http://www.joelonsoftware.com/articles/customerservice.html http://www.joelonsoftware.com/articles/customerservice.html from chapter 4 and further on.