We all know that great customer service results in great customer experience that will make them come back for more. Of course, that will mean more business and more profits for the company. However, how do you introduce the very concept of customer service in an environment where folks still think in terms of 'it's their problem - not ours" ? What might be the challenges one might face while trying to provide excellent customer service in an environment where that concept does not even exist? And how to overcome those challenges? Any thoughts?