Customer service means waiting on hold.
Waiting on hold means listening to pop music. Or a loop of the same weird song, over and over and over.
Customer service should mean choices. I should be able to press “1” if I want to hear nothing but a message every minute or so saying, “You are still on hold. We are waiting for a representative to become available.”
And then there’s: “Please listen carefully, as our options have recently changed.” But we all know they changed the options five years ago! Customer service directors should understand that playing that message is a reflection of their being asleep at the wheel.