"It takes 12 positive experiences to make up for one unresolved negative experience." - "Understanding Customers" by Ruby Newell-Legner
People love mercy for themselves and justice for others. No where is this more apparent on a daily basis than in the customer service industry. All it takes is one bad experience to sour most customers. It's better not to have them. It is costly, so providing excellent service upfront is a worthy investment.
This doesn't mean that we can never make mistakes, that's the top reason people contact us. What matters is how we respond to the mistakes of the company and the negative experience of our customers. A good service experience can change an angry customer into a loyal one.