No steven you are not a bad CSR infact maybe the rest of ntl customer services should follow your example.
if waiting a little longer means we get a better service when our call does get anwserd then the wait probably wouldnt bother people quite so much
better hope i get you anwsering next time i need to call ntl, which i hope is never (because if i need to call them it probably means somethings gone wrong and i prefer everything to be working as it should
)