Customer service basics can wow customers dealing with the stress of an accident. A little over a month ago, on a Sunday afternoon, I was on my way home from my fourth hardware store run of the day. My husband and I were installing shelves in my closet, and we were almost done. I pulled up to a red light, slowed to a stop and "Bam!" I was jolted forward, and felt my bottom teeth hit the back of my front teeth. A woman driving an enormous pickup truck had rear-ended me. I pulled over, checked the...