Play It Again, SamPlay It Again, Sam

Play It Again, Sam

by Connie H. Deutsch

Several years ago, when you called your bank or credit card company and you were put on hold, there was nice elevator music playing while you waited to be connected to a live representative. When the music stopped, it was a sign that a representative was being connected to you.

No one likes being put on hold while waiting to speak to someone who can answer your questions or resolve your problems but I'd rather hear the ongoing music than to hear a recorded message telling you every 30 or 40 seconds, "We are currently experiencing higher than normal call volume and apologize for the delay."

The first time I heard that outgoing message, I thought they must be having a very busy day and so I waited patiently. And then I thought that they must be having a very busy week and I'd look at my calendar to see if anything about that week corresponded to a national holiday. And then, after a month of hearing the same annoying outgoing message, I'd wonder why they didn't just hire more people to man their call center.

This is now several years later and nothing has changed. Wherever I call, I'm put on hold and that same annoying outgoing recorded message plays every 30 or 40 seconds, and then it tells us about all their services . . . over and over and over and over . . .

I'd much rather go back to hearing elevator music while I wait. At least then I could read a book or do my bookkeeping, or work on some other project instead of hearing a grating voice apologizing for the delay.

It still doesn't make sense to me why companies don't hire more representatives to man the call centers so that customers don't have to wait to speak to a representative. I know the powers that be think they are saving money by having recorded messages putting customers on hold, but I doubt if that is sound reasoning.

When I have a busy schedule and I'm put on hold, I often hang up and make the next call on my list. If I'm looking to buy something and I'm put on hold, I'll call another store and buy it from that one.

It remains to be seen how much money companies are losing by using these automated messages while frustrated customers shop elsewhere.
I'm inclined to think that the money they are saving by not hiring extra employees might not compensate for the lost revenue of customers going elsewhere.

by Connie H. Deutsch
References and Bibliography

Author of:Whispers of the Soul, A Slice of Life, From Where I'm Sitting, View from the Sidelines, Purple Days & Starry Nights, Here & There, And That's How it Goes & The Counseling Effect. ConnieHDeutsch Articles

Rated:NR/0 Votes
Add To My Article Reading List
Add To My Article Reading List
Print Article
More Article By Connie H. Deutsch
More Article by Connie H. Deutsch
More Articles From Customer Services
More Articles From Customer Services
Related Articles and Readings
New Elevator Offers Easier Transportation By: Wilson Castrillon
A new elevator is in the planning stage for Queens' subway station at 71st Street and Continental Avenue The exact start and proposed ending dates are not yet determined but, having the preliminary design is the biggest step forward so ...
An Elevator Speech An Indispensable Tool For Self Promotion By: Molly Gordon
Spadework for Your Elevator SpeechAn elevator speech is an indispensable tool for promoting your work. What is an elevator speech? It is a sentence or two that you can deliver in the space of an elevator ride that expresses the essence of your unique offer.Believe it or not, your elevator ...
Elevator U Conference 2010 By: Wilson Castrillon
Every year, the Elevator U Conference is held for students and professionals to exchange knowledge and insight each year about vertical transportation units such as elevators and escalators It is an academic conference that seeks to spread a wealth ...
The Elevator Division of NYC and Elevator Emergencies in NYC By: Wilson Castrillon
The department of buildings in New York City handles complaints and manages all elevators in the city There are thousands of elevators over the landscape of the New York City area and they must all be ...
Elevator Conference of New York By: Wilson Castrillon
The Elevator Conference of New York was established in 1993 with the purpose of joining contractors, consultants, suppliers, and other professionals into a single association The conference enables members to collectively perform research, ...
The information provided in this article and/or the comments is the sole responsibility of their respective authors and does not necessarily reflect the opinion of  does not endorse any article and/or comments published by our web users unless otherwise noted. 

Member Panel

login to submit articles and more


  • » Active Categories: 419
  • » Active Articles:252603
  • » Active Authors:31917
  • » Active Members: 38237
  • » Statistics Updated:
    - Tue Sep 1st, 2020 09:28AM EST