"It's so complicated!"

[BusyBee]

That's the problem. The SC hears "Press 1" and does it before she hears "for parts, 2 for service."

It's not that pressing 2 is hard. It's that waiting a few nanoseconds to hear the whole menu is hard.

It's a theory.

Every phone menu I've heard goes "For [Department A], press 1. For [Department B], press 2. etc etc" So maybe that helps...
Although now that I think of it there's probably the people who don't listen for part of it and hear "... press 1, for [Department B]"

I must admit I have trouble with those phone menus though. I've not yet picked the wrong option but I *hate* when it goes through any list longer than, say, 3... I listen to the entire list, trying to figure out what's most appropriate for my question (unless something jumps out at me when I first hear it, which is rare), and then I get to the end of the list and can't remember what I needed to press