Curious re: being on hold.
Hey customer service employees who are required to man the phones while doing cashier or other stuff with customers,
Do you prefer people come in with questions/issues, or call even if you have to put them on hold for a long time?
Remaining time: 6 days 21 hours
Further context I guess: If I call Walgreens about something that cannot be done over the phone tree (I've tried) I will probably be on hold for roughly an hour because they're busy and chronically understaffed (this is the fault of the company, I hold no ill will to these employees) despite the task I need help with taking like two minutes tops. There is also a non-zero chance I get a courtesy disconnect, maybe 10% of the time, and have to call again.
Now, to me, going down there myself (short drive) and just standing in line for five minutes before getting the extremely short task done quickly, leaving, and being completely out of their hair seems to genuinely be the better option when possible to take, but I've never asked. I suppose it probably comes down to if the company dings you more for how long you have a customer on hold vs a line, but yeah.
I also consider waiting in line irl to be more bearable than being on hold due to sensory issues, so for me a twenty minute irl wait is way better than a hour on hold, so that probably skews my perspective. I also have worked at a place where I needed to man the phone and help customers but it was a movie theater, not a pharmacy, on busy days we had someone basically on phone duty 24/7, and the only thing people called about was showtimes anyway, so it didn't matter.
So, employees, I ask, which is better?