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How does informal business offer customer support?

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Think of the hawker on the streets selling drinks or package water. Think of the lady by the roadside selling fruits. They are informal services. How do they have to offer customer support services to their customers?

Does informal businesses have to offer customer support services?
 
Customers can meet directly with traders on the side of the road, so there is no need for customer support like in online businesses, all customer complaints can be conveyed directly to the owner of the grocery store, mini market, or street vendor.
 
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