Of all the environmental factors, the relationship between service provider and customer is most crucial to your ongoing success.

在所有的环境因素中，客服人员与顾客之间的关系是成功的决定性因素。

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So, too was the experience for Delta Flight 186 on July 26, which also highlights airlines' and the FAA's ongoing inefficiency in balancing delays, work rules and customer service when storms strike.

WSJ: Flight Nightmares Overshadow Airlines�� Improving Record