Back in the days when I supervised customer service employees, I developed a standard (albeit somewhat corny) reply whenever anyone on my staff came to me with a problem. "There are no 'problems' in Customer Service," I'd tell them, tongue planted firmly in cheek, "only challenges and opportunities for growth!" Eventually, my staff began to join me in my quest to eliminate the negative-sounding "p-word" (problem) from our collective vocabulary-- perhaps so they wouldn't have to listen to my c.