A small reduction in waiting time, although an important and serious issue, alone may not be the answer. What can be more important to the customer than the quantity of waiting time is the quality of the person’s waiting time experience, which has a significant impact on the individual’s perception of the quality of service provided. A ten-minute wait can sometimes be a very enjoyable and exciting experience for the customer, and sometimes very boring, long and annoying. For this reason, in managing the waiting time of customers in service companies, improving the waiting experience is as important as reducing the actual waiting time and is sometimes a higher priority. As the famous philosopher William James points out: “Boredom is the result of conscious attention to the passage of time.” In fact, leisure time seems to be longer than when it comes to activity. smart queue management system will prevent this from happening. because it will allow customers and organizations to plan for their waiting time.
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Create a Comfortable Atmosphere While Waiting
In some cases, customers are forced to wait for service in areas that are unpleasantly hot or cold, noisy and crowded. Creating a waiting room or setting up a place for customers to sit, playing soft music and storing coffee, tea and other beverages can increase customer satisfaction.
Collective Expectation Versus Individual Expectation
In situations where expectation occurs individually and alone, the individual focuses only on the process of waiting and the passage of time, and this is more annoying to him than when expectation occurs collectively. In general, the presence of others in the waiting area helps the person not to find himself alone in the waiting situation and makes it easier for him to endure the waiting time.
Delete Physical Queues
Another way to improve the customer experience is to use virtual queues instead of physical queues. This solution, first used by Disney Parks, has been widely used in other businesses. To improve the park visitors’ experience, they use the fast-paced kiosks known as Fast Pass for their classic and popular games.
Provide Separate Queues for Different Services
In some centers, customers stand in separate queues, and each service provider is solely responsible for taking care of their customers. In contrast, in some other servers they work in parallel. This will reduce the waiting time for customers. If you are looking for the most effective methods, Contact us.