one of my fave things from my customer service days was customers complaining about being on hold for so long..
Me - Good Afternoon, [insert company name] Technical support, how can I help you?
Cust - (insert whinging voice here) I have been on hold for 20 mins... this isnt good enough, do you call this customer service...... (blah blah blah)
Me - I am sorry for the delay, we are extremely busy at the moment, what can I help you with today?
Cust - I want to pay my bill
Me - You've actually come through to technical support, I can put you through to customer service, and they can assist you with that.
Cust - You mean I have to wait on hold again ???!!
Me - I am afraid so. For future reference, if you want to get them, you can press option 1 for customer service at the menu.
Cust - I pressed 2, cos I thought I would get through quicker!
FPV - Tickford Club of NSW