It's called Customer SERVICE for a reason. It's not called Customer service when I get to it. I don't give less than my best and I don't settle for less than your best.

I can wait for 5 minutes and still be in a good mood. After 10 minutes I might be a bit irritated. Any longer than 10 and I will likely hang up and try again later.

One of the worst things ever invented was the automated sytems; it is so much better, but so rare, to actually call for customer service and get a live person without having to press every button there is!

Automated systems are used to collect enough information to provide you with some self-service options but mostly they are meant to 1) get you directly to the customer service person with the correct knowledge, skills, and access to your policy information; 2) reduce the number of times you are transferred and have to repeat your information; and 3) save the companies money by routing your call based on the information you gave the automated system rather than talking with a live person that costs significantly more which is ultimately passed along to the consumer. While many of the systems that use speech recognition can be annoying but it's not always the systems fault. If you are in a quiet environment and speak clearly in a normal tone (ie., not screaming at the machine or holding side converstaions) you will get recognized much better. Remember, these systems no longer are only listening "after the beep" so when it hears you speak or other noise it trys to make sense of that noise and match it with the valid options at that particular point in the call. Also, whenever possible use the keypad to enter information like dates, zip codes, and other numerical information.

Promptness is definately a plus when dealing with any company, including my insurance company. Anytime after 1-2 minutes I tend to become impatient.

I'D PREFER SPEAKING TO SOMEONE. SO, I'D WAIT FOR AS LONG AS NEEDED TO GET MY ISSUES ADDRESSED.

As long as I get an excellent, polite, knowledgable and empowered representative who can solve my problem on the other end of the phone it makes the wait seem worth it.

I am OK with automated systems if there are 3 prompts or less. After that I start getting annoyed. Also leave more room for error. I can wait a few minutes after that to talk to someone but for me it is a must to actually talk to a person. If I am calling it is because electronic avenues have not provided me enough closure for my concern.

I am in the customer service business and in no way should anyone have to wait more than 3 mins. If people are routinely waiting more than 3 mins it is time for you to hire more reps or develope better /faster skill sets

I don't mind waiting to speak to a real person on the phone. More than ten minutes is a bit absurd though. What gripes me is waiting ten minutes to reach someone who can't help me. Then being put on hold again or the tranfer thing where you always wind up with the person you started with. Having now wasted anywhere from 5 to 10 minutes holding and tranferring around the company and still not having an answer is infuriating to say the least.

Automated systems should have their first option as "speak with a CS rep" and not ask dozens of questions. Usually when I have to call, there is a problem and the last thing I need is dozens of questions and not being able to speak with someone.