Good Customer Service – Costly or Profitable?

When it comes to customer service business owners always think in terms of cost – i.e. how much will it cost for staff to take telephone calls verses emails, what's the cost of using an 0800 (freephone in the UK) telephone number for customer services and sales? Not enough thought is put into how profitable good customer service can be for any business. For most companies I have to say that the...
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