Perception vs. Reality:
As the Director of Client Operations, I know this is probably the wrong thing to say, but I HATE CALLING SUPPORT! When my internet is having an issue, I will usually spend at least an hour trying to fix the problem myself before I pick up the phone and call the provider. I have this perception that I am going to be on hold forever, the person who answers will probably not know how to fix my problem, and in the end I will just be frustrated. In reality, most of the time when I do call, I get my issue resolved much faster than I thought.