The Evansville Water & Sewer Utility (EWSU) is aiming to make calling them for whatever reason a more customer-friendly experience by introducing a new service designed to eliminate waiting on hold.

No one that I know gets excited about calling a utility company because it usually means there's a problem you need to have fixed as soon as possible. Whether it's an issue with your bill or a problem with your service, you know there's a good chance it's more than likely going to be a long process. It will probably take forever to finally speak to an actual, living human being, and then once you do, there's no guarantee the call will end with your problem being resolved.

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Me after hearing, "Thank you for calling. Your call will be taken in the order it was received." for the 100th time.

While it can't guarantee its new feature will solve whatever problem you're having, a new service from the Evansville Water & Sewer Utility should eliminate the time you have to wait to speak with someone.

Evansville Water & Sewer Utility Launches New Call Back Service

We're all busy and part of the frustration with needing to call a utility company is not knowing how long you'll be stuck on hold. Will it be three minutes? 20 minutes? An hour or more? The uncertainty makes it nearly impossible to try and squeeze it in between the other things you have to do.

The Water & Sewer Utility announced on social media Monday it is now giving customers an alternative to sitting with the phone up to their ear for who-knows-how-long with the launch of a new call-back feature. Now when you call EWSU, if there's no representative available to take your call, you'll be given the option of having the next one available call you. The service will put your call on the list in the order it was received and once a representative is free, they'll return your call to discuss your issue. While it may be tempting to turn the tables and put them on hold for 45 minutes once they do call, I don't recommend it.


The call-back feature certainly isn't a new concept but it is new to the EWSU. And even though it still doesn't guarantee whatever problem you're having will end up being solved the way you want it to be, I think it does make the process slightly more bearable by giving you the chance to take care of other responsibilities while you wait.

[Source: Evansville Water & Sewer Utility on Facebook]

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