An empire build to the size of Microsoft isn’t built without adhering to such an observation and thereby implementing the same in practice with company policies. The point being made here is that customer service pays. A company adds to its reliability when it tries “to make a customer rather (than) making the sale”. When you interact with a customer, several things are addressed. It takes away the mental dilemma that exists for the customer who might seem like a very small thing to be noticed but complaint management is what makes the difference.
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