Check out this great article titled, “Your call should be important to us, but it’s not” from the New York Times.
It shows the power of the internet and your customers to get what they want- a live person when they call customer service!
This article concludes with the idea that if you give customers something no one else is – you can create a deeper relationship with them (in this case it is caring, live people who work in customer service). This is key!
Here is the article.