This recent research is shows the difference you can get when focusing on resolving problems:
The study found that customers from each company are generally satisfied with hold times, ease of reaching an agent and agent professionalism. In contrast, there was a significant difference in the percentage of customers who reported their problem was solved: 53% of Apple customers reported their problem had been resolved on the call, while 45% of Dell customers and only 39% of HP customers reported they were able to resolve their problem on the call.
[From Apple Leads in Customer Satisfaction in Vocalabs Tech Support Study | Vocal Laboratories Inc.]
