I have TWO very strong suggestions which would improve your customer service levels and increase your # of customers. 1. Do what the VA has done and set up an answering service where ALL CVS calls go to the service and THEY submit refills, contact Dr's for refills, answer questions, etc.. For questions needing a pharmacist, forward to the first available pharmacist. 2. Make the drive up "window time" a max of 5 mins per vehicle. If it will be longer, they need to either pull around and get to the end of the line or pull around to the side with the tube to wait. 1 car in front of you often = 10-45 mins!!! I just held for over TWO hours on the phone only for them to say hello twice quickly, act like they couldn't hear me even though I was NOT muted then disconnect! I am LIVID at the moment.