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Tim, thank you for calling out the statement about showing a genuine interest in customers. Successful organizations hire for this when they bring on new people into their customer service department. Southwest Airlines is a good example of a company that looks for personality and authenticity as a critical trait in their employees. They want to make sure their customers are taken care of, which in turn, helps create great service experiences.

To Kathy Doering, Ann Michaels, and Associates, thank you for your comment. Accurate measuring of customer service, and the resulting satisfaction, is critical to creating a process around great customer service. We don't want it to be left to "random acts"! Those statistics certainly speak for themselves. We need to take seriously those that do complain or have an issue so we can make it better, not just for them, but for everyone who is watching (and these days, that could be a lot of people!). Thank you again.

"Customers are usually very interested in working with a company that is interested in them."

This is such an important point. Customers care about those who care about them, so customer service absolutely has to come first.

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