Queuing is a very common phenomenon in customer service, but it is also a very influential phenomenon, so queue management has always been a difficult problem. How to shorten the waiting time of customers and try to meet the psychological needs and expectations of customers is the key to be solved.

Application scenarios

Transportation hubs such as railway stations, airports and docks, cashier channels in shopping malls, restaurants, banks, nucleic acid monitoring points, ticket offices in parks and scenic spots, etc., are necessary for scenes that need to improve queuing efficiency and operational efficiency, reduce costs and increase efficiency.

Demand analysis

Ⅰ. Improve the way you operate

If the customer is facing the problem of waiting for a long time, it is necessary to analyze their own operation process, eliminate unnecessary things, through rearrangement, so that customers can get service as soon as possible. Specifically, the following ways can be adopted: one is to increase the service staff; Two is to extend the service hours; Third, increase equipment to improve the operation efficiency of enterprises; Four is to determine the appropriate queue structure to ensure efficient and convenient operation; Fifth, the queuing analysis and management function of Brickstream3D device is used to shorten the waiting time of customers and improve the service efficiency.

Ⅱ. Requirements Management

Making an appointment can ensure that customers can get timely service when they arrive, and stagger the peak period, which will greatly reduce the waiting time of customers and ensure the quality of service, but making an appointment is not insurance. Unforeseen events may occur, or a previous appointment may take longer than expected. But a simple apology for the delay would restore goodwill. The strong demand in the peak period affects the queuing waiting time. Transferring the demand in the peak period to the off-peak period can avoid the idling of equipment personnel, alleviate the waiting of customers in the peak period, and avoid the loss of customers.

Ⅲ. Distinguish between different waiting customers

According to the basis of demand and customer priority, different customers are divided into different parts, and some customers are allowed not to follow the principle of first come, first served. Such as customer importance, such as: train station with students, soldiers ticket window and can get on the train in advance; According to the degree of emergency, the hospital set up green channels for critical patients. During service trading hours, supermarkets will have fast lanes for small quantities of goods for shoppers to wait.

Ⅳ. Make waiting fun

Idle and bored waits are longer than those with something to do. When customers are not being served, they tend to get bored and pay more attention to their time than when they have something to do. Provide some activities for waiting customers to fill the time, such as reading books, advertisements, interesting micro films, toys for children to play with, coffee, snacks, etc. Installing a mirror is also a common method. People can look into the mirror to see if their clothes are suitable, and they can secretly observe other people who are waiting.

Queues are common and unlikely to disappear completely. Through queuing management, service enterprises or organizations can provide reasonable distribution and management to customers, ensure good queuing order and provide fair service to each customer, and seek for an excellent plan to improve the service quality of enterprises and win more loyal customers for enterprises. The above is the job satisfaction information of teachers. If you want to know more about the satisfaction information, please log in to view and consult.

From the operator's point of view, queuing is the most proud and vivid advertisement of the business. Queuing is essential and we should do everything possible to create it.

But waiting too long is not necessarily a good thing. It may lose potential customers. In theory, the optimal queue time is 2 minutes. On the surface, long queues are good for business, but if customers wait too long, they lose customers.

Restaurants seem to be packed, but the pool of potential customers keeps disappearing. Long queues affect customer experience, which affects retail rates and reputation, because the longer customers wait, the higher their expectations. The higher the requirements for the restaurant, the higher the customer maintenance cost.

The ultimate problem behind queuing is the scientific management of customers' psychological expectations, rather than obvious time or efficiency.

There are two kinds of store lines, one is to go and the other is to go to the restaurant. The reason for queuing has to do with productivity or customer consumption time.

If the queue is packed away, then a long queue indicates that production is not efficient enough, which can be addressed by increasing production or efficiency. But sometimes waiting in line isn't a bad thing. Many stores even deliberately reduce efficiency, leading to queues and using limited and hungry marketing to achieve word-of-mouth publicity or other added value.

1. Optimize the service process and shorten the consumption time

If you can look at the order of the menu before you wait in line, you can get your food served as soon as you sit down, reducing your per capita consumption time by at least 5-10 minutes.

2, play time difference

Make guests willing to come during off-peak hours through other preferential policies. Or take down the number, leave the phone number, let the guests go shopping, 10-15 minutes in advance of the guests line up.

3. Compensation according to the waiting time

It is difficult to say whether the customer has left a negative impression on the restaurant, so different special dishes can be given to the customers according to the waiting time, so as to deal with the negative emotions generated during the waiting time.

Ⅴ. Brickstream3D device is used to shorten customers' queuing time and improve service efficiency

Indicators that the device queue management system can achieve:

• Measure individual customer wait times
• Queue queue length
• Predicted waiting time
• Checkout and staff availability, as well as their work schedules are reasonable and compliant
• These systems can also provide real-time alerts before and as problems arise
• Which region's queue is more efficient than other regions'
• Multidimensional data report output

Equipment data analysis