minirottie
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Dealing with Crazy Hold Times: My Experience with HO Customer Service
- Thread starter minirottie
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Discussion Overview
The thread discusses participants' experiences with hold times when contacting Home Office (HO) customer service, including the callback system and various frustrations encountered during calls.
Discussion Character
- Anecdotal
- Opinion-based
Main Points Raised
- One participant mentions being on hold for 30 minutes due to a mix-up with product orders.
- Another participant shares their experience of being called back after waiting over an hour.
- Several users express frustration with long hold times, with one participant noting they waited 49 minutes before speaking to a representative.
- One participant recounts a negative experience with the callback system when someone else answered the call.
- Another participant appreciates the callback system and mentions alternative options like online adjustments or emailing HO.
- One participant suggests sending an email as a simpler solution to avoid hold times.
- Another user notes that they have experienced long hold times at night and that the callback feature is not available during those hours.
- One participant mentions difficulties using the callback feature while at work due to compatibility issues with their store phone system.
Areas of Agreement / Disagreement
Views differ regarding the effectiveness of the callback system, with some participants expressing frustration while others appreciate it. No clear consensus emerges on the best method for contacting HO.
Contextual Notes
Participants share personal experiences related to customer service interactions, highlighting the variability in hold times and the functionality of the callback system.
Who May Find This Useful
Consultants who frequently contact HO for customer service issues may find these shared experiences relevant to their own interactions.
Chefgirl2
Gold Member
- 988
minirottie
- 725
minirottie
- 725
chefheidi2003
Gold Member
- 2,935
I took the option to have them call me back one time when I called from work. I told everyone that I would be expecting a phone call..when the phone rang I tried to answer it and said that is for me..well..someone beat me to the phone..and since it was a recording she immediately hung up. I said that was for me..she said no it was a recording..I said yes I know..but it was for me..if you would have waited a few more seconds it would have said that it was calling for me.
I was not happy that I had to call back and do it all again.
I was not happy that I had to call back and do it all again.
wadesgirl
Gold Member
- 11,383
minirottie
- 725
Intrepid_Chef
Silver Member
- 5,144
I have found that when I call at night, they don't offer a call back. And the hold times are just as long.I need to call them to cancel a return. My recruiter and I did an event together, and neither of us could remember which of us sold an item to a customer. A customer said she needed to exchange a small bar pan, which I sold. Turned out to be a medium bar pan, which SHE sold!
Last edited:
lt1jane
Gold Member
- 1,334
Frequently Asked Questions
What should I expect during long hold times when calling customer service?
During long hold times, it's common to experience wait times of 15 minutes or more, especially during peak hours. Be prepared with your order details and any relevant information to make the call more efficient once you reach a representative.
How can I make the most of my time while on hold?
While on hold, consider multitasking by checking your emails, organizing your workspace, or even preparing any questions you want to ask the customer service representative. This way, you can maximize your productivity during the wait.
What are some tips for reducing hold times when contacting customer service?
To reduce hold times, try calling during off-peak hours, typically early in the morning or later in the evening. Additionally, using online chat options or email support can sometimes yield faster responses than phone calls.
How can I stay calm during long hold times?
Staying calm can be challenging, but try to remind yourself that customer service representatives are there to help you. Listening to calming music or practicing deep breathing can also help ease frustration while waiting.
What should I do if I get disconnected during a long hold?
If you get disconnected, don’t hesitate to call back. Keep a record of your previous call details, as this can help the next representative assist you more quickly. It’s also helpful to explain the situation to the new representative to avoid starting from scratch.
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