Blog

The question is How to manage a queue ?

queue system

Queues can become a nightmare if not managed efficiently. This elevates to a higher level during peak hours hence exposing the company to a greater risk of dissatisfied customers. It is essential, therefore, that the queues are managed well. Below are five answers to the question, “How?”


Speed
When queues aren’t managed, the length of wait time increases which results in long queues, the consequence of which can be customers being discouraged from entering the store or from making a purchase. This can result in reduced profitability and lower customer satisfaction level. For the customers to be satisfied, it is essential that a queuing system is used that would expedite the process hence catering to a greater number of customers in reduced time.

Minimize time
It is highly important that a customer’s time is valued because no matter how good one’s service is, customers want to be given service on time so that their time is not wasted while waiting. Queue Management System leads to effective delivery of service hence minimizing the time when a customer waits.

Limit the number of counters
When a queue system is used, it generates a ticket for the customer with their number in the queue, while they are waiting different counters flash different numbers that are a call for those waiting for their turn. Furthermore, if Virtual Queue Systems are used then questions regarding a person’s reason of visit can also be asked which will help in directing the customers to the right counter, hence using their time and the staff’s time effectively.

Engage
Waiting is one of those things that people dread and waiting in queues seems longer than it really is. An effective way of making the queues not just bearable but an experience that would engage the customers as well is using digital signage. These can be used to increase product awareness, ongoing promotions and sales. The digital signage will not only help in effective queue information and management but will also lead to engaging customers who might buy an additional product on the basis of the information delivered through the signage or might return to do the same later.

Efficient Staff
While queue management system streamlines the process, reduces wait time, increases satisfaction level and engages customers, it is also important that the staff at the counter are vigilant and are able to provide quality service to customers.