In some countries, the government employees are robbing all the orders of some business owners, to resell the leads and orders for money. So the business is getting almost no orders, and customer satisfaction does not matter.
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Take a look at how big franchises like KFC, Pizza Hut, Domino's have become, it's all down to their excellent customer service.I think that majority of the big brands have become big brands as they were able to offer exceptional kind of customer satisfaction service in the first place. This is how they become giants in the business world.
You have a point though, its all about being creative and think out side the box. Cause customer satisfaction is one of your primary goal as a business owner besides making profit.I think that you can do many things in order to make customer service much better and improve things. You could make certain kinds of reformations that may help you balance and maintain things in the best possible ways.