Customer service has been gaining support since the 1960s, and yet you see many businesses fall short of servicing their customers as they should. I had a nice surprise when I met a client last week who was managing a home furnishing business. I asked him about what made his brand successful, without hesitation he started praising the quality of his customer service, then he goes: "Most of my competitors hate to receive complaints, and they usually do their best to avoid any angry customers. Well, here it is different, we are happy to receive complaints, and usually we wait for those times to show why we are the best".

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