Ah, you are thinking like my grandson with his textbooks! Do not just write "good customer service" from the book. See Mr. Mishra in the case study? He is like my friend Bidyut who runs the tea stall. Say, "Mr. Mishra should offer a free cup of tea with a repair, like Bidyut does, so customers wait happily and tell others." My own life? When I oil my bicycle chain and ring my bell to test it, that is applying the theory of "quality check" to my own work.
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