Being on Hold

Sometimes when you call a customer service center you run into a problem that the person you are talking can’t solve on their own, or they have to go look something, etc. They will most likely put you on hold. However, sometimes you aren’t actually on hold at all.

If you hear music, yes you are on hold. Feel free to talk badly about how incompetent the person on the phone is with the other people in the room with you.

However, if you hear nothing- you are not on hold! The representative has just muted their microphone. They do this so you can’t hear them sound like an idiot when they ask their supervisor how to do whatever menial task for the 35th time. But they can still hear you. So, instead of badmouthing the rep, you should talk about how helpful they are being with your complex problem. Talk them up. They will no doubt be appreciative of the fact that you don’t bad mouth them that they might throw in a nicety, or at least be more congenial when they return to your call.