78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. - American Express Survey, 2011
Your company could be making more money if your service was something special. Large companies traditionally look to product line extensions or some other nonsense to increase sales, while ignoring one of the most obvious ways to beat your competitors out - better customer experiences.
If you lose a sale through a bad customer service experience, you will most likely lose all future sales from that same customer. Invest in building loyalty and trust because it is much more profitable than breaking it for the short-term.