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Dear Thelma: I've been struck recently by the poor customer service I've received at institutions that are supposed to be all about service. I can't tell if individual workers just have no sense of how to treat people and that translates into their work or if the businesses just don't make it a point to instruct their workers on proper service. Don't manners and customer service go hand-in-hand?

Answer: Customer service is a business term for using good manners with your customers. The basis of the two is the same: respect and consideration for those you encounter during your day.

In a hurry to prepare for a trip, I stopped at the bank thinking I could pick up some traveler's checks. I asked the teller for them and she told me shortly, "Banks don't handle things like that."

"Can you tell me where I can get them?" I asked.

"I don't know," was her short reply.

As I walked away, marveling in the complete lack of service I had just been provided, a woman next to me approached.

"You can drive up this street to AAA," she said. "They'll take care of it for you and they're really nice."

She was right on all counts. I'll always treasure the kindness of the woman who went out of her way to help someone in need.

On the other hand, I will always remember that bank and its teller's lack of respect for me and for her position in customer service. Even if she couldn't provide the product I needed, she could have shown an interest in me as her customer, taken the time to point me in the right direction, or found someone else to help me.

Today's consumer has many options from which to choose. Businesses that make an effort to hire people with good manners and that train and expect strong customer service are at an advantage when customer word-of-mouth recommendations are important. Customers notice and remember when an effort is made on their behalf. An emphasis on courtesy and respect to the customer and to colleagues also makes for a more pleasant place to work.

Customers should also remember that they are not off the hook when it comes to good manners when receiving a service. The words "please" and "thank you" are wise to use in any situation, and treating another person with courtesy and respect will help you receive the same consideration in return.

On either side of a transaction, good manners never go out of style.