A percepção, a recordação e não a realidade, é o que conta

"Is customer service what the customer experiences? Not exactly. Customer service is what the customer perceives and remembers. The acid test of customer service is the customer's future behavior.
…
Here, the customers’ perception, not the reality, is what really counts."
.
Quando um cliente reclama nada está perdido.
.
Trechos recolhidos de "Islands of Profit in a Sea of Red Ink" de Jonathan Byrnes.