Q: I am in customer service and help solve problems with vending machines. I've had calls during which customers vent their frustration by saying how the machines never are working right. When they have finished venting, I usually say, "Oh, I'm sorry to hear that," and then I go into describing how to correct the situation. Each of us meets with our supervisor every two weeks to see whether there is room for improvement. In my most recent meeting, my supervisor told me that telling customers "I'm sorry" sounds "dumb." I explained that I say that to be sympathetic, but she disagreed that it is the right thing to say. She told me to stick to, "Let's see what I can do to help you," which is what I say after saying I'm sorry. Does "I'm sorry" sound wrong or dumb?

A: Dumb is an informal word for stupid or slow-witted (according to "Webster's Encyclopedic Unabridged Dictionary of the English Language"), and there is nothing dumb about offering a polite, sympathetic comment before you start to help a caller. On the other hand, customer service call centers measure the time spent on every call, and the less time the better. Your supervisor is aware of the average time spent on each call and has created a line that skips the sympathy and offers immediate positive feedback, which is what customers want. She perhaps doesn't have the ability to explain her reasoning or to give constructive criticism without the negative, but her instruction on how to start the conversation is good.

Employee With Perfect Record Fired Without Warning for Lip Piercing

Q: I have been employed in a clerical position at a customs brokerage on a midnight shift for the past two years. I never have missed a day or even asked for a day off, and I never have received a negative evaluation. Last Friday, I was called into the owner's office and screamed at for my lip piercing being disgusting and vulgar. Then I was fired on the spot. When she was done going ballistic, I asked why I was being fired. She said I was in violation of the dress code. She instructed me to clear out my desk and said I would be escorted off the property by security guards. I have worn the lip piercing for more than a year, and none of my managers ever has asked me to remove it. The guards watched me clear out my desk and questioned me as to whether some items were really mine while everyone was watching. The owner has a reputation for being difficult, but this time her behavior was completely irrational. The dress code was changed last year from casual to business, to which I complied, but piercings were not mentioned in the policy.

A: Your firing sounds irrational and likely qualifies as a wrongful discharge. Even if disallowing piercings had been written into the new dress code, all your supervisors' acceptance of it for one year without comment or criticism alters the policy. Management has to enforce written policy for it to be valued. Ignoring your piercing and giving you excellent reviews is clearly an acceptance of it and of you as an employee. See a lawyer to clear your record, even if you don't want your job back.

Please send your questions to: Lindsey Novak, c/o Creators Syndicate, 5777 W. Century Blvd., Suite 700, Los Angeles, CA 90045. E-mail her at LindseyNovak@yahoo.com, or visit her Web site at www.LindseyNovak.com. To find out more about Lindsey Novak and read features by other Creators Syndicate writers and cartoonists, visit the Creators Syndicate Web page at www.creators.com.

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