Wednesday, September 06, 2006

On Hold

I think that I have set a new record for myself. Today I called Norwegian Cruise Line (1-800-327-7030) and was put in an automated queue and was on hold for 94 minutes and 27 seconds before the battery of the cordless phone died and I had to hang up. I have never been on hold that long before. I've called them once before and was in the holding queue for 35 minutes. Perhaps Norwegian Cruise Line (aka NCL) have a side business going where they help people overcome impatience by keeping them on hold.

If you ever have to call them I suggest the following: (1) Make sure that you have a cordless phone with a clip and a hands free earpiece (allows you to wander around while on hold and do other things) (2) Make sure that the battery of your cordless phone lasts longer that 2 hours (3) Call when you have an open 2 to 3 hours to spend on the phone and don't need to receive calls (most people have 7 or 8 of these time slots available each day) (4) Have a large meal before you call (5) Go to bed early and have a good sleep the night before you're going to call them.

Good luck and let me know if you ever get through.


Anonymous said...

And that’s why everything can be booked online.
However should you actually need to make human contact you can do one of the following when dialing:
1.When they start with their monolog: Press 1 or 2 or 100. Don’t press anything. Most of the time someone ends up answering.
2.If the previous one doesn’t work, start pressing zeros.
3.And last (but not least) press the button for Spanish speakers. Usually the lines are not as busy and most of the time whoever answers is bilingual. If not they can transfer you directly to another colleague who can help you.
So far, I would say my success rate has been of at least 80%.
Life is too short to be On Hold!

Guy Ellis said...

Those are some very clever ideas - thanks! You are right - life should not be on hold.

Anonymous said...

4. Learn to speak Spanish, push the button for Spanish speakers and converse with the Spanish speaking person in their home tongue. Alternatively learn to speak any of the other lanhuage options and converse with the consultant in their home tongue.

Guy Ellis said...

In the USA I have only ever heard of Spanish as the other option. I don't believe other languages are available. Unless you include Rubbsih.