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Great post, Valeria! In an idea world businesses would have fantastic customer service programs and customers would do their part without demanding shortcuts from a customer service rep.

Sometimes it seems as if customer service programs are developed specifically to ward off interaction, because customers can be highly demanding and even unnecessarily rude. But it pays in SO MANY ways to create a responsive, interactive customer service department, and you're so right that it takes just as much money and resources to have a bad CS department as it does to have a good one.

Frustration can easily get the best of us (I might even admit to it getting to me in that post I wrote), but preempting that frustration by providing solid, helpful customer service can develop even stronger loyalty and eliminate countless "crisis management"-type issues, too.

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