Customer Service IS a Profit Center
http://streightsite.blogspot.com/2004/09/customer-service-is-profit-center.html

Streight, Steven
Blogger.com
2004

Abstract:

If you provide after the sale customer service reluctantly, or delegate it to outsourced, but cheaper, providers, you're making a huge mistake. Customer service generates revenue via word of mouth, cross-sell and up-sell opportunities, and repeat purchases by satisfied customers.