gma I worked at M&S and we all knew the "Thank you for waiting" thing is absolutely stupid, but they spent thousands of pounds having us all schooled in customer service by an American who insisted we should say it. For some reason we were not allowed to say that it was very busy or we were short staffed or someone was off sick and we were not too apologise for it. Personally I would much rather someone said "I'm sorry to keep you waiting but I'm on my own today" At least it would suggest that she cared.
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