Telephone lesson – How to avoid waiting in queue – Part 2

This is the second of a 2 part introduction to avoiding waiting in queue.

Do you hate listening to endless telephone prompts when calling support?  If you want this, press 1, if you want that, press 2, blah, blah, blah.

Contrary to popular belief, when you meet a dreaded voice system, pressing ‘0’ will not get you quicker service.  Although on rare occasions you may get quicker service, it is not because you pressed ‘0’ but rather for other reasons (time of day, day of week, nature of the call, physical location of the support centre, to name a few).  When you press ‘0’ you are directed to a receptionist or operator skilled at answering the phone, determining the general nature of your call, and firing it off to a queue or extension as quickly as possible.

These operators handle call after call, greeting customers and forwarding to extensions.  They have no experience in determining the real nature of your issue and are making a quick guess.  The bigger the company, the greater the chance that you will be forwarded to the wrong person.  You’ve all been there before.  After 20 minutes of holding, “That’s not my department, I’ll forward you to them now”, followed by another 30 minutes, before you are forwarded again until you give up or are disconnected.  Dialing ‘0’ greatly increases the chance of this happening.

The best thing to do when faced with what you expect to be an endless number of phone prompts, write down the sequence of numbers that you choose, so that you can quickly get back to the same place should you be disconnected.  If you are calling support at a financial institution, for example, it may be helpful to call your branch first.  Tell them the nature of your question.  In some cases they can help you, and in other cases, they can tell you the exact sequence to press to get to where you want to go, when you gather the strength to call support.

Readers:  Any tips on what to do to more quickly get someone to help you?

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