#8 - Dec. 18, 2009, 4:56 a.m.
Q u o t e:
I understand returning it to the store and that is what I plan to do. I was more upset with the 1.5 hour wait sutck on hold being told that the wait time to talk to someone was 30 to 35 minutes.
Unfortunately wait times can only be approximated, if the issues that are being dealt with take longer then normal the system would likely not be able to adjust for that.
Q u o t e:
In my busness if we left customers on hold for that long we would not be in busness verry long.
In our business you usually have two choices, allow the person to wait to be assisted or have them call back.
We have recently increased our on hold capacity so customers do not receiving busy signals as much but instead are able to get in a queue to have their issue addressed. Though not always true we find people would prefer to actually be in line for help instead of randomly trying to get through and receiving a busy signal. I understand your point, Solarwind, but there may be no comparison between your business and this one.
The truth is, if you received the volume of calls that we did, you would likely keep them on hold for as long as it took to get to their call. Because each call is important to you and you want to help as many people as you can. You would also do everything you could to hire additional staff when necessary and streamline the calling process to resolve issues as quickly as you could. Which is what we have been doing.
