The document discusses the importance of good customer service. It notes that poor customer service is the main reason customers stop doing business with a company. It provides tips for customer service such as listening to customers, showing empathy, being fair, sharing information, and thanking customers. The document also recommends ways to handle complaints, including acknowledging the problem, connecting with the customer, and thanking them. It states that good customer service can lead to continued success, increased profits, higher job satisfaction and improved company performance.