In his post Seth Godin maintains that the only reason for someone in cutomer service to answer the phone is to make the customer happy. Period.
Too many times our experience with customer service departments have left us frustrated and unhappy- feelings that are hard to forget after laying out money for a product or service that disappoints us. We tend to shy away from those companies that do not fulfill their promises. Doesn't it make sense that happy customers will bring in more sales?
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