This completely depends on the type of business. For us, all tech support calls are considered sales calls because we charge for tech support. "People get aggr

This completely depends on the type of business. For us, all tech support calls are considered sales calls because we charge for tech support. "People get aggressive or aggravated; people are depressed or crying. It’s just hard talking to customers" - these people tend to be the ones happiest to pay tech support, because you solve their problem and prove that you care. If you are a small business, especially one selling higher-priced services, make it a core part of your business to provide personal service. This is also one thing I love about new start-ups: I can call/skype the founders and have the most interesting and insightful conversations while testing out their product and this has sold us on many services. Having said that, with my ISP they provide a chat app so I will always use this instead of calling them, as it keeps a historical record of our conversations and technical problems so I don't have to repeat myself.