We've all called a customer service line and been placed on hold for 10 minutes or longer. Then, when we finally hear the voice of a living human, the line is disconnected. Infuriating, right? It happened to me.

Why does this drive us crazy with rage? And why is this one of the worst things you can do to your customer?

Whatever the reasons, I'm frustrated and angry. Hanging up on me instantly affects my relationship with your company. Here's why.