People have been taught to get off the line as quickly as possible. This comes from a toxic help desk culture of tracking the seconds of each call and keeping agents to strict quotas.
I work in a place where we are not bombarded with hundreds of calls per hours even though we serve a user community of over 20,000 people. Everyday once I’ve unlocked an account or reset a password, the caller says please wait with me while I try that or please don’t go! And I reassure them I am here for as long as they need me.
I am not held to a time limit for calls. My metric is customer satisfaction. Did I solve the problem? Did I give the customer an avenue for support if I’m not able to offer it? I want my customers to be happy and I work in an environment where that is not only expected but encouraged.
When you work in a place that respects the customer’s time and success, you’re still fighting against those in the industry who do not.