I called the Safeway Pharmacy dept in Glencove Vallejo, CA and politely told if I could hold the line. I agreed and to my disappointment and patience, continued until the call was answered 26:24 minutes later. I could've drove since it was only 1.3 miles away from where I live and with the time I spent holding the line, I could've made a round way trip and been done with it. It's unprofessional to inform a customer to hold the line and not follow up or check the phone lines every 5 minutes. I called at 10:45am way before the rush hour and did I mention that it was the Pharmacy dept and not the Deli that took the call? Way before the lunch rush? A polite lady picked up after 6 songs-- thanks to Muzak-- and apologized that there was no beeping sounds to alert the staff that a customer was on hold after I told her how long I waited. I then asked if I could set up a Flu shot appointment as suggested by the automated voice before I was put on a long hold and the lady told me that it was not necessary. I then told her that the Flu shot was for my 2.8 year old son and she replied with gusto, ""no problem, we'll take care of you as soon as you get here."" In 5 minutes, I got there and asked the Manager where the Flu shots were being administered and he directed and offered to take me to the Pharmacy area, I declined the generous offer though. When I got to the Pharmacy the young lady on duty greeted me and I told her that I came to get a flu shot for my little boy. She sadly replied, ""sorry sir but we only give flu shots to 11 year olds and above."" At this point I was very tempted to complain but seeing that the lunch hour rush has started, I felt that I'd be doing the hungry customers a favor by not pulling all of the people in charge and responsible for this misinformation. Having worked in a call center myself, perhaps it would be appropriate if I trained the Safeway staff in Glencove Vallejo, CA on the proper ways to manage the queue.
Pros: Polite phone manners
Cons: Does not have a clue on managing phone customers
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