In order to make sure your queueing system is still fair, you need to: Making sure they stay in place will make your customers feel better, both physically and emotionally. People are liable to be anxious if they see others cutting in line or disregarding social distancing rules. Allowing line cutters to jump ahead with no consequence signals that there’s no point in following the rules, which will only encourage people to start disregarding regulations.ĭuring a pandemic, this is even more important. But if you allowed people who are young and healthy in the last boarding group to get on the flight out of order, most would be displeased.Ĭustomers want to know that the queue rules they abide by are fair. small children, people with disabilities, and pregnant women) rank first in terms of boarding order. ![]() In customer service, particularly for airlines and travel companies, consistency matters.Įveryone accepts that active service members, business class, and customers who might need additional assistance (e.g. It will help them feel more like you’re on their side rather than working without considering their comfort. Your customers will appreciate your transparency. Letting people know what to expect in terms of waiting time is the first step to managing expectations. Automated phone updates through a queue management system.“How long will I be waiting?” is not an inherently scary question to hear when they’re queueing. But what if you can’t do that?Ĭreating expectations is more likely to keep customers patient. “Pre-process waits” feel longer than “in-process” waits, which means you should be rethinking the way you organize your queue times for more time in lines after the “pre-process”. Giving customers something to do is a great way to circumvent this. However, this often winds up leading to customer complaints about long waiting times anyway, since there’s no end in sight for waiting. While this is typically done to prevent customers from complaining about the specific time span they’ve been waiting for. Invisible queue refers to when customers are waiting in a call queue without being given any notion of progression. Standing in a queue with no concept of when it will end and nothing to do is far more likely to arouse feelings of anxiety, powerlessness, and impatience.įor example, let’s look at an invisible queue. Your customers or passengers do not want to be stuck waiting with no measure of time. Here are the five top ways to implement efficient queueing. So your company or airline needs a better way for customers to queue up, but you’re at a loss for the best way to implement more effective queueing. Top 5 Ways to Implement More Efficient Queues Hopefully reading through these frequently asked questions will help you gain a better understanding of what queues really are. Happy customers are far more likely to refer others to your company, with 77% willing to share positive brand experiences with others. Why are queues important? Queues matter because they are part of the customer experience with your customer service. ![]() ![]() Compared to physical queueing, call queues are more efficient since they don’t require customers to stand in line and physically queue up. What is a call queue? Unlike physical queues, a call queue refers to the practice of putting customers who call your business to get their questions resolved on hold. How do you actually spell the word? The word is also spelled “queue”, not queu or qeue. Is it queuing or queueing? “Queueing” is the correct spelling. Technically speaking, referring to it as “queue line” is redundant since both words mean the same thing. In the context of a business, it refers to customers waiting in line for their turn in a physical queue or online queueing through websites or apps. What is a queue? By definition, a queue means people or objects ordered in line to await service. Here are a few commonly asked questions about queueing. To understand the best way to queue, you first need to understand what queues are. Read more to find out the top five ways to implement an efficient, dauntless queue. How can you implement safe, efficient queues that keep your customers free from both boredom and contamination? With the COVID-19 pandemic, the issue of waiting in line next to many other people has only become more fraught. Standing in a crowd of other people while you’re waiting for service isn’t an ideal way to spend time for anybody. Queueing is never the best part of anyone’s day – especially if they’re at the airport waiting to go on vacation.
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