You must work for a very forward-thinking company which realizes that after-sales support is critical to success because it helps generate repeat business.

Heh, yep. Probably one of the reason we are number one in the product segment we implement this support in.

My last company had a similar policy of answering the phones quickly, but they also implemented short call times, leading to tons of callbacks. I believe this is one of a few reasons the companies stock took a huge dump right before the tech sector, and also had to recently pull out of the worldwide market and layoff 25% of their US workforce.