Most companies have gotten wise to the fact that customers want to feel appreciated.
They use the right language, especially on their voicemail and “hold” menus. “Your call is very important to us! And we appreciate your patience. A representative will be with you shortly. Please continue to hold.”
But it’s a mixed message. The irony is that, too many times, the customer experience is exactly opposite to that. You must stay on hold, listening to repetitive marketing messages from the offending “customer service” line, which annoy and distract, in addition to wasting time while waiting to speak to an actual human being.
It’s insulting, minimizing and instead of making the customer feel warm and fuzzy about the supplier, it inspires ire with the heat of a thousand white hot burning suns….