Providing timely, reassuring and comprehensive customer service has been an axiom of good business for as long as people have been doing business. And the policy is good if only to avoid lawsuits. Customers' legal action can cause serious headaches for businesses that go far beyond the reputation-slaying negative headlines. Aside from the actual monetary damages, lawsuits often leave companies on the hook for additional training, systems upgrades or--in the case of a data breach--credit monitoring for those affected.
Source: CRM Buyer, http://crmbuyer.com/story/Customer-Lawsuits-Best-Avoided-64348.html