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Notice daily events ...

Do you notice that when you queue in any lane out of dozens, you always end up in the wrong queue?

Have you also noticed that when you go to banks, supermarkets, or other public service counters, they have dozens of wonderful service counters?  However, have you also noticed that at the busiest times, most of the service counters are shut?

Doesn't it leave you wondering whether such companies ever think about customer satisfaction let alone providing an excellent customer service?  There is always a danger that when a company grows big, and they have built a loyal customer base, customer service can become arrogant and they take their customers for granted.  However, in the long term, such companies always suffer as customers find better options.


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