Busting the Maze of Phone Prompts is Good Customer Service

There is no substitute for person-to-person connections—people talking with, listening to, and understanding one another. It is called “customer service” and it is the best way to resolve problems and retain customers.

Those employed and embedded in business are more likely to be located on-site, frequently see fellow workers and suppliers, better understand the products and services, and are part of local communities.

So, whatever happened to people answering phones and directing callers to fellow staff members who can help resolve issues? Isn’t it better to have someone in your organization...