In 2005, America West took over US Airways, and slashed its customer service budget, outsourcing many of those functions. This resulted in neglecting and mishandling numerous customer complaints and thus angering them to the point that they rejected to do any business with the airline, eventually leading to its bankruptcy.
Business and customers always go together. If you own a business, you have to serve customers like if you have customers then only you can go on with your business. The growth of any business is directly proportional to the quality of their customer services. These customers may be internal customers or external customers. Internal customers are usually employees, shareholders, or stakeholders and the external customer is someone who uses products of your company. While external customers provide revenue for your business, internal customers also play a vital role in the operation as well as growth of your business.