[Formulajones]

Originally Posted by JLMounce

This is kind of why I asked for screen shots. I help run a company that uses a chat feature and honestly I wish we just didn't.

Both you as the company representative and the customer on the other end are imparting your own internal dialogue on how you're interpreting what each other is saying and how it's being said. There's a ton of human element that is left out and what can seem like arrogance, ineptitude, poor manners and ultimately "poor service" may simply be a breakdown of communication that may not have occurred on the phone.

When in doubt, pick up that phone.

I had to look it up LOL

Yes I agree 100%