Customer Care Specialist

Thinking Ahead

Topic Progress:

Queues and being kept waiting are never going to be popular with your customers. But do what you can to minimise the impact. For example if you know when your peak times are you can get everything set up in advance so it has less disruption on your customers as well as making life easier for you and everyone else. And when other departments or your colleagues are rushed, but you are quiet, do what you can to support them and help spread the workload and speed up customer service (and I’m sure you’d all like others to do the same for you when you’re really busy!).

If you have self-service areas, or payment machines, help speed up the process by helping customers; you can avoid the time it takes them to read instructions, which might reduce their transaction time by half, thus reducing queues.

Use customer waiting time as an opportunity to share information, which might speed things up later on.

For example:

  • If diners are waiting for a table or queuing for service, you could give them a menu beforehand so they can be choosing whilst waiting.
  • If queuing to enter an attraction, having information available on the layout and key attractions means that once inside your visitors have already planned their itinerary.

Aim to make waiting time a pleasurable experience by offering customers something to compensate for their wait. Ask your manager if you have any procedures in place for people who are kept waiting. For example in a hotel or restaurant this might be afternoon tea or a free cocktail, at an attraction or venue this might be a free programme or guide as a thank you for waiting.

Take some time to think about this before moving on.

Ask your manager iconIf your customers often have to wait what can you be doing to reduce waiting time?

It may be helpful to note down your answer, why not discuss with your manager for ideas.