Miss Manners: I work in a classy place. How should I have handled this customer's lapse?
Briefly

In these situations, it is often best to simply ignore the occurrence altogether, acknowledging the embarrassment but refraining from excessive comments that can further escalate discomfort.
When faced with unexpected situations like a flatulence, the best approach is to treat it lightly and maintain a sense of dignity, preserving a good rapport.
In responding to thoughtful news like surrogacy, it's more thoughtful to acknowledge the beauty of the act rather than focusing on the surprise, maintaining sensitivity to feelings.
Gift certificates can be perceived differently depending on the context, but they are generally acceptable, especially if they are thoughtfully given or related to the recipient's interests.
Read at www.mercurynews.com
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