October 12, 2003

Learning to Say the Unsayab...

Learning to Say the Unsayable: Jay Rom both in response to the heavy criticism they've been receiving lately.

But this reasoning—which I actually think is defensible, although it might anger even more people—is unsayable in the public tongue the press has learned to speak.
Learning how to say the unsayable might be a good first step in introducing the concept of customer service to an industry that too often treats complaints like half-drooling ingratitude.

Posted by at October 12, 2003 07:41 PM

For what it's worth, I have posted a critique of Carroll's defense at this link: http://patterico.blogspot.com/2003_10_01_patterico_archive.html#106597087399833733. My post has internal links to a number of other posts that have analyzed the coverage since the groping allegations were first made public.

My basic point is that Carroll's defense responds to a number of strawman arguments that I haven't seen actually voiced anywhere, while failing to respond to the specifics of the most valid criticisms. I hope you find it interesting.

Posted by: Patterico at October 14, 2003 10:29 AM
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