The automated voice on customer service calls doesn’t always tell you the truth. 

I recently called a certain brand’s customer service and was asked to “press 3 for our award-winning customer service”.

I pressed 3 and hung up 85 minutes later since I heard the same message so many times – so much so that I’ve unpacked its real meaning for you below.

“Your call is important to us.” = “We don’t mind keeping you waiting, but please don’t let our actions define our intentions.”

“It’ll be answered in the order it was received.” = “We’ll get to this when we can, not when you need help.”

“You may experience longer hold times.” = “We’re not going to pick your call anytime now.”

“We’re expecting higher call volumes.” = “Please align your expectations with ours even if many don’t call in.”

“We thank you for your patience and understanding.” = “We’re hoping to be able to make you wait in the future and get away with it.”

“All our agents are currently serving other customers.” = “We’re terribly understaffed.”

“But, your call is valuable to us” = “If you keep saying something over and over, it’s got to be true, right?”