The Six Levels of Customer Service

Last month I met a client in Indonesia. We went to lunch at a nearby mall where music poured into the public area from every shop. Just as we passed one storefront, the music stopped and the shopkeeper let out a growl. I looked inside and saw something most of us have not gazed upon for years. The shopkeeper had been changing the music in his boom box and as he pulled out the old cassette, all that thin metallic tape came spilling out in a dusty mess on the floor.

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