For owners of small and midsize businesses, energy questions can be complex and time sensitive. That’s why DTE created the business call center, a customer service hub focused entirely on the unique needs of business accounts.
“The business call center is a direct phone line specifically designed to provide white-glove treatment to small- and medium-sized business customers,” says Deena Richards, principal supervisor of the Business Call Center. “Unlike DTE’s general customer service line, which primarily supports residential customers and general inquiries, the business call center focuses solely on the unique needs and concerns of business customer accounts.”
Business customers who call 855.DTE.4BIZ (855.383.4249) are connected directly to specialists who are trained to address issues such as billing, energy efficiency, service upgrades, and setting up or moving service.
Creating a team focused on businesses reflects DTE’s long-term commitment to supporting the unique needs of each customer. “It’s about more than just answering the phone,” Richards says. “It’s about understanding the urgency and complexity of business customer energy needs while providing a service that reflects how important these customers are to us.”
Customer feedback plays a major role in shaping the business ball center’s ongoing improvements. “We’ve held focused feedback sessions, reviewed post-call survey results, and actively listened to our business customers to understand what matters most to them,” Richards says. “That feedback drives our decisions.”
Recent updates include a new live chat feature and enhanced online tools for service changes. “We’ve updated our website to allow existing business customers to complete move-ins and move-outs online, streamlining the process for managing service changes at the click of a button,” Richards says.
Training is also a top priority. “Because I’ve been directly involved in the structural design of the business call center training, I understand the intricacies of our processes and the real-time challenges our business customers face,” Richards explains.
Richards urges customers to contact the business call center — via phone or online — with any questions: “Business owners should know that the DTE Business Call Center is here to address their needs.” The business call center is open Monday through Friday, 8 a.m. to 5 p.m.