Just got off the phone with an airline. Who doesn’t hate being put on hold and perhaps getting a message that your wait time is 17 minutes? We’re all busy, so this doesn’t make for a positive start to the day, unless you use that time to nap or meditate (and I don’t think my boss would appreciate either one of those options).
I am happy to report that I work in an office where all calls during the business day are answered by a real person in real time. Callers seem to appreciate that – I know I would!