My sister worked a short time in customer service on a big telephone company; they give prizes to the employee who get ride of the call faster while given the impression that assistance has been provided (effective assistance not required)
There are lots of interesting tactics that companies try to use so that the consumer can not reach a real person. My favorite is when they change the option to talk to an operator from 0 to * or #. Those are always the first two keys I try but sometimes they use other keys so it doesn't always work. The other day I called a business and the option to talk to an operator was 7 and the other 6 options took about 10 minutes to listen to because they all had sub menues that had 4 or 5 options. Those are the companies that should be burned to the ground with the executives still inside!
On this (UK) side of the pond there are two standard announcements to get rid of unwelcome callers:
1. Thank you for calling [insert uncaring company name here]; your call is important to us
2. I'm sorry but we are experiencing an unusually high number of calls at the moment; all of our operators are busy, so please try again later
- and you will get this message at ANY time, even at 3 o'clock in the morning!
If the goal of Dogbert's audio menu tree is to get customers to abandon all hope of receiving meaningful technical support, he should go all out and design a menu tree including every language on Earth. If it takes more than about five minutes or so to get to a language a given customer speaks, he or she most likely will give up.