Customer service is very important to any market or business you may be a part of. Customers/clients are the drivers for success no matter what business you may be involved in. The world is getting too caught up in the technical aspects of their businesses and losing focus on the key drivers that got them there to begin with: THE CUSTOMER.
For example, customer complaints can be used as a strategic weapon to help determine areas of opportunity and growth. With growth comes diverse knowledge/skilled staff. And with skilled staff comes execution. Then, with execution comes the company's success. Please remember! If the customer feels appreciated, valued and important, they will trust your business and remain loyal in return (through the good times AND the bad. That's priceless! And, at that point the sky is the limit with the amount of profit your company can/would likely make.