Has this happened to you? You remember you need to speak to an organisation and check your watch – it’s 7.55 p.m. and you know they close their lines at 8pm. You start to panic and very quickly dial their number. You are then told you are in a queue. You hear queue message after message with music in between. Then, you check your watch – oh no it’s almost 8pm – you start to panic a little more. Suddenly you get a pre-recorded message to say the lines are closed! You slam the phone down in rage! Here’s a tip if you automatically shut down queues when callers are in them – DON’T DO THIS – it’s better to close the lines to new callers and deal with those who have stayed in your queue and waited – after all it’s not their fault you can’t answer their call immediately is it?