No customer wants to spend an extra second in a store, they just want to grab what they want and zoom off. But things don’t always happen that way, from time to time there is bound to be a queue of some sort. The mere sight of a long queue scares the living daylight out of some customers. But despite the fear they might have initially, they will be willing to wait patiently to be attended to if the customer service or checkout stations are swift and effective.
The obvious question now is- how do businesses further slash down the time their customers have to wait? In business, it is almost impossible to determine when there is going be an increase or a decrease in transaction rate. So, the bottom line is that businesses have to be ready for whatever may come their way. Queue management systems in bank often take up the latest form of technology to deliver the best service to their clients. They aim to reduce waiting time using automation and make use of feedback systems to constantly improve their services.
In this article, we are going to be looking at 4 simple and effective ways your business can optimize their customer waiting time.
- Wait time
The first step to cutting your wait time is to know your present wait time. Knowing the time a customer spends in your shop will help you in figuring out how to reduce it. If you don’t know how much time your customers have to wait before they are attended to, then you won’t know if a new strategy you may be implementing is working well or making things worse.
What you should do, therefore, is to take a record of the average time it takes for a customer to be attended to. You will have to keep doing this until you can accurately tell the wait time of an unstructured and structured queue in your business.
With the accurate data, you would be able to correlate, and also able to implement new strategies like creating more checkout station or directing customers to a shorter line.
- Service point
As you might already know, if you cannot measure something, then you probably cannot manage it. This concept can be used to see how you can improve your overall customer satisfaction. Most of the time, the reason why customers have to wait longer is due to the fact that personnel or staff at checkout point and service centres are painfully slow.
What you should do therefore is to use the following questions to scrutinize your business.
- How long does it take a service agent to attend to a customer?
- Are there some agents that are slower in attending to a customer?
- Is the speed of service close to what you expected?
- Are your service agents meeting your expectations?
Asking yourself these questions will help you determine if you need to retrain your staff so that they can be better effective. In the end, you will be able to improve the overall effectiveness of your business organization.
Automation is the best way to make things easier. Automation eradicates any form or guessing. This is because it takes accurate and reliable data, which you can use to further improve your customer experience.
- Monitor your service rate
Costumer will have to wait much longer especially if there is a massive influx of customer all at once. The goal, therefore, is for you to anticipate when there is likely going to be an influx of customer.
Knowledge and anticipation is the key to get ahead of your competition. If you apply the tips in this article your customers will spend less time in a queue.