For most big businesses customer care is a ‘cost centre’ – in other words it is something that costs them money, they outsource it (often to India, to save some more money) and they generally wish it would all go away so the quarterly results look a little better to their shareholders.
Here is the thing – who pays your bills, who do you sell to? Yep – that would be your customers! They call, you should be happy and thank them for it AND mean it! This is your golden opportunity to get some business.
Why are you spending money to advertise, if your customers are calling you already? Take care of them and they will take care of you!