These days, when you can wait on hold for half an hour only to be told you've called the wrong help line, most people believe that customer service is a thing of the past. Nonexistent. Dead and gone. Then there's the story of the technician who rushed to the airport to fix a customer's notebook computer while his customer was changing planes. Or the saleswoman who sewed the collar and cuffs from a white shirt onto a blue one to give her customer the exact product he'd seen in an ad. At ...

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