In the new day of internet, email, IM’s and texting businesses have gone the way of electronic communication. Jump onto one of your utility websites and you can bet at least one of them have the “customer service” button that leads to an online chat.

This is good, right? Yes, in many respects it is but do not forget customers need HUMAN contact. It’s frustrating going through automated telephone menus to just end up back at the main menu.

Some areas that deserve a phone call are:

  • Unsatisfied customers
  • Customer follow-up
  • Errors on your part (invoicing, product, delivery)

Remind your staff that they work in customer service, not computer relay. Taking the time to have a chat with an unsatisfied customer can be the difference between customer retention and customer loss.