David E. Loftis, Ph.D.

Clinical Psychologist

Thursday, January 12, 2012

Waiting on hold

If you are totally relaxed as you wait long periods on hold for tech support or customer service, you don't need to read this post. If, on the other hand, you feel yourself fighting the urge to scream at whomever FINALLY takes the call, perhaps a few tips offered here could be helpful. Last night I was attempting to change an order and schedule an appointment with a large retail company. Despite the fact that every person I spoke with was pleasant and helpful, I was transferred from one department to another for about 45 minutes, only to have my call dropped and had to start the whole process again. What could have been a tremendously frustrating experience (and has been so in the past) turned out not to be so bad because I decided to read a newsletter on my computer and subsequently work a jigsaw puzzle on the same computer. Of course, you must have a headset or speaker phone to do this.

So the points are:

  • Use a headset, ear buds or the speaker phone function on your phone. If you don't have one of these options, invest in a new device -- you will be glad.
  • Find something else to do while you wait -- read, meditate, watch a video, play a game, work a puzzle, trim your nails or plan a trip. In other words do something fun or productive or both while you or on hold.
  • Make the call when you are not in a rush.

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