Business Bites
Customer service is not a liability, but a very rich source of sales. Any time we have the opportunity to treat a customer 
well, solve a problem as quickly and professionally as we can, and connect with that customer, we increase the likelihood of making additional sales.
We all know that (in almost all industries) our most cost effective increases in sales comes from current customers. It is insane to me that a company would ditch those easy extra revenue streams by being rude, dismissive, or unhelpful to a current customer when they have a problem or issue (or anytime).
Getting new customers is way too expensive. Why not treat the ones you have wonderfully? PLUS, in this social media driven environment, an unhappy current customer communicates through digital word of mouth (by way of social media channels) that they are unhappy, warning others to beware and avoid the headaches. THAT is why not fully embracing customer concerns is business suicide! Customer service is an asset, never a liability.
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