Jan. I took care of my dad for many years in Illinois. If I called a doctor and his receptionist put me on hold, without asking me if I COULD hold, I would never go back. Consequently, in my husbands clinic (veterinarian) if I heard a receptionist answer that way, they were fired on the spot. They had been warned about this when they were hired.
These menu's, especially at doctor's offices are one of my pet peeves. Many times when people call, they are at their most vulnerable, feeling sick or confused. I did find a great doctor here in the Villages. Even on her day off, she calls you back within minutes. And all of her staff, except one, could work for me easily. A very caring, efficient group.
Customer service in all types of businesses comes first with me. It's a nationwide trend I fear.