Smart Money ran an article called 10 Things Customer-Service Reps Won't Tell You.  The following is an excerpt.  If you manage customer service, you may find opportunities to differentiate yourself.  If you're a consumer, this intell may help you deal with your time on hold.

1. "You can't always get what you want."  According to one study, only 21% of those who complain end up satisfied.  According to another, customer satisfaction with service is down--from the amount of time it takes to resolve a problem to politeness of reps.
2. "It pays to be polite--unless you're talking to a computer."  American Express reports that more than half of Americans say they've lost their temper talking to customer service.  But reps are well-trained to manage irate callers.  However, yelling may help when a customer is speaking to a machine--some automated systems detect shouting and cursing.
3. We open the velvet rope for big spenders..."  VIPs often get special treatment via "executive" customer-relations offices manned by more highly skilled reps.  As one marketing professional put it, "...top-tier customers got a veritable 'bat phone.'"
4. "But you can slip in the side door if you know how."  If regular Joes can find access to hard-to-find phone numbers of executive customer-service offices, their issues often become a priority.
5. "If you really want us to sweat, start tweeting."  Tweeting about your problem sometimes gets faster results.  Companies have their best service reps online.  They are eager to avert broadcasting a bad experience that may cause a frenzy so they are quick to appease the customer.
6. "It's okay if you're unhappy, as long as we're able to keep the chat short."  One former customer-service rep said the maximum time for the 100-200 calls she handled in a day was supposed to be three minutes at a pharma company and five to seven minutes at a telephone company. 
7. "Speaking with a manager isn't a right; it's a privilege."  An American Express survey revealed that 74% of angry customers demand to speak with a supervisor.  Yet this is increasingly met with resistance because of the limited number of supervisors and sales reps' aversion to appearing "weak."
8. "There's a thin line between helping out and getting swindled."  Perhaps it's the result of the economic downturn, but moneymaking schemes have multiplied using customer support to score refunds or freebies.
9. "How many reps does it take to handle a problem?  More than you think."  One study showed that it takes more than four calls to customer service, on average, to resolve a complaint.  Different departments handle different kinds of complaints so there's a lot of customer routing going on.
10. "The machines are winning."  The inability to speak to a human is among customers' top complaints, yet 79 of the top 100 online retailers use automated systems.  While these systems may limit the number of customers a rep has to speak to, it also means that the calls that go through are the toughest.