I'm fed up with automated customer service that treats me like I'm a v-e-r-y s-l-o-w minded person. If I'm calling a company there is a reason for it:

1. I can't find the information I need online (or I need it clarified).
2. I can't complete the transaction I want to complete online.
3. I have a billing dispute that is complex and I don't feel like writing a letter or e-mail (like anyone reads those really).
4. Some inquiry that requires some sort of human reasoning.

I really think most customers don't like how most of the automated systems treat them (and I've blogged about what they're doing to get around them before). I know I don't. What drives me nuts? My top 5:

1. Non-interruptible prompts telling me to go to the website to get my answers (see #1 and #2 above, duh!)
2. Bragging about all the "basic" things you can do on the website (oooh.. see your bill)
3. Reminding me that I really shouldn't hold on the line because their website is available.
4. Suggesting that I can get out of queue, leave a voicemail and get a return call (this doesn't work most of the time, just like email doesn't often work)
5. Prompting me to put me into the right queue then having an operator ask me the same questions the IVR just did (Verizon has been doing this for months, and it's a big pain).

Why not personalize the call (and the on-hold prompts)? The company knows how often I call; they probably know how old I am (or could find out with a quick check of their records); and I they can guess why I'm calling. I'd use their website to set my IVR preferences. Put me in a behavioral demographic and guess how to treat me correctly for crying out loud! Look at when and why I called the last 3 times and guess why I'm calling this time. Don't make me feel like one of the masses and talk down to me!

Comment and let me know what your pet peeves are and I'll compile a best-of list.