Customer Service Question

How long is reasonable to be put on hold for?

I called my account manager at one of our suppliers today and when the phone was answered i heard

“Hello, company x, i’ll be with you in a minute” and i was put on hold

I understand that i’m not the only customer in the world so i sit patiently listening to the hold music.

13 minutes later i decide to hang up (even though i felt like i was being rude)

I called back ten minutes later and i was dealt with straight away

I called for a third time and i got put on hold again.

After six minutes i hung up, so my “internal waiting threshold” was cut in half

If i ring enough times will i just put the phone down as soon as the call is picked up? 🙂

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Andy Parkes is Technical Director at Coventry based IT support company IBIT Solutions. Formerly, coordinator of AMITPRO and Microsoft Partner Area Lead for 2012-2013. He also isn't a fan of describing himself in the third person.

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1 thought on “Customer Service Question

  • I recently called my car insurance company to renew my policy. The renewal number sent me to a call centre in the US, they then transferred me to customer services in India and finally when I complained I got spoke to a guy in the UK!

    45 minutes in the end…

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