I don't know
Maybe I have the wrong attitude. If I call a place of business and the phone is answered with the name of the establishment and " Good morning, can you hold, please?" and they give me time to respond, it doesn't bother me at all. As long as someone comes back on the line in a minute of two. Much longer than that and I'll hang up. If I get the "can you hold" without allowing me to say "Yes", that is not good.
Years ago, our medical group sent all the providers and service reps to University of Phoenix for training. It involved interacting with members of their drama faculty in customer service scenarios. Despite knowing this was not real, those actors really played the part of irate/frustrated customers well. They knew what buttons to push to try to get us riled up and responding angrily. The training on how to turn an unpleasant situation to a positive one was invaluable.
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