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I've never dealt with Amazon's customer service myself, but as an unappreciated customer service agent who must all too frequently give customers incorrect or unsatisfactory answers because those above me won't listen to reason, I only wish more companies would do this. Let the decision makers deal with the consequences of their decisions by taking customer calls from customers justifiably upset with a decision and find out how a seemingly simple decision is anything but. Instead, show them that treating the customer right is always the right decision. A little cost now can reap tremendous benefits later.
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