> When I pick up the phone, to call a company, it is usually because they already did something wrong, and I need help with that immediately. That might be tru

> When I pick up the phone, to call a company, it is usually because they already did something wrong, and I need help with that immediately. That might be true in even most cases (I doubt even this based on only my experiences), but certainly not all! Think: IT support. Did they do something wrong? No. Your PC broke. No fault here. Think: you have a question about your bill. Just a question, but it's nagging you. No fault here. Think: maybe you left your lights on and need AAA! You need immediate assistance, but you'll have to wait in queue anyway. This is your fault, but it isn't like listening to Aerosmith is going to make you feel better! Let them call you back. > I think the "best bet" would be getting someone on the phone asap. Well, it is impossible to know who needs immediate assistance VS who doesn't. Maybe two pronged: 1) to be called back ASAP 2) to be called back when we're more available? First is the queue how it is. Second is a low-pri queue for people who are honest?