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Some time ago I had a dental problem and I needed surgery. The doctor who was to perform the operation phoned me at 9.00 pm on that day to see how I was doing. We talked for 15 minutes, discussing how I was feeling and what I should do if I felt unwell in the coming days. Would you call this outstanding customer service? I felt that that she was focusing not just on my experience as a customer, but on caring about her patients. She was not simply providing a great service; sh