@Coin I you even when we argue heatedly. Maybe moreso because we CAN and still be cool with each other. And yes, you're right.
@Jaunt The thick skin isn't about 'giving as good as you get'. Its about being able to take what's being flung at you without letting it bother you to the point you feel the need to retaliate in kind. That's just a slap-fight, and while most of us will grab the popcorn and snicker as shots are fired... its not all that productive. And we are trying to be more productive with MSB overall.
Frankly, to me, the majority of yours, Jeshin's, and crayon's posts have read like radio instructions to me. ie. they're very dry and technical and my interest wanes pretty quickly after that. If they aren't parched dissertations about something, they tend to read like the script for an ad on tv. And since I watch all my shows on Hulu, Netflix or the like to avoid commercials, I think you can see why I would tend to skip over those as well.
There's numerous threads that theorize why our little corner of the hobby seems to be dying out and what factors are affecting our community, but most of them tend to approach it from a more conversational angle than this thread does. This thread is more like... being at a lecture. Our 'genre' as you put it, is about people. The staffers, the players, the coders, and game creators... all people. So yes, you're more interesting of a topic right now.
As to MU*ing and 'customer service skills'... I am a CSR. Its what I do. Do I want to log out of my work and go... deal with more work? Not particularly. Not to mention, most customer service is about as personable as a wet mop. It tends to be scripted, with a few specific responses geared towards a particular end (getting to the next customer, keeping people sticking with your company for the least amount of actual effort, etc.).
You talk about customer service skills like there's something good about them. Here's your average set of customer service skills: Automatic deflection of fault onto the customer. Meaningless apologies to cover ineptitude. An inability to actually achieve the result sought because you lack the proper authority. Being shunted around to 3-5 different people for the same problem. Being forced into horrific wait times on any and everything because only one person knows how to actually fix half the problems.
Customer service skills already exist in nearly every MUSH I've been on. Its terrible. Its what has lead me to NOT get into any of the plots or storylines, because I don't want to have to deal with that in what little free time I have. Hell, at this point, I go out of my way to avoid contact with the vast majority of staff altogether. I'm tired of being put on hold while someone goes to look something up, then forgets that I'm on hold. I'm tired of waiting 7-10 business days for a response to a fairly simple question. I'm tired of everything being automatically my fault until I can produce some sort of proof otherwise. And I'm very tired of dealing with people who think its okay to be snarky and condescending to me because THEY have the authority and I'm just one of the poor schlubs who is the reason they have that position in the first place (ie. no players = no need for staff, or in CSR terms, no customers = no customer service representatives). Customer service exists in MU*s. And it needs to STOP.
(And no, I am not saying EVERY SINGLE staffer is like this... there are staffers that I love to pieces for how awesome they are. But the latter is definitely outweighed by the former.)