The time it takes to be served is one of the points most questioned by customers and becomes more critical the more rushed they are.
The longer the customer remains without being served, the more time he will have to question the quality of the service he receives and this gets worse if he does not have the necessary comforts for the wait.
What does the customer analyze while waiting for service?
During waiting periods, the client observes and analyzes aspects such as:
Agility of the company's servers.
How servers use their time (work, chat, walk, etc.).
Time that servers take to serve one client after another.
Treatment that customers receive from servers.
Existing physical service points and how many are actually being used by the public (very common in banks, many cash registers and few in operation).
Other aspects related to comfort. They can wait seated, watch television or read, the temperature, ventilation, lighting of the premises.
Number of people list of south korea consumer email waiting to be served, which leads to a calculation of how long it will take to receive care.
The way shifts are organized and whether they are respected.
If they constantly need the support of third parties and they really collaborate (internal suppliers).
Other aspects.
Customer Service Strategies
Learn how to improve customer service and consolidate a service culture in your company
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Customer Service Strategies
Learn how to improve customer service and consolidate a service culture in your company
Click here
Customer Service Strategies
Learn how to improve customer service and consolidate a service culture in your company
Click here
Differences between waiting time for service, duration of service and effective customer time.
It is very common for these terms to be confused and for this reason, the importance of time for the client is not understood.
Additionally, when conducting a service quality survey, there may be differences between what is intended to be asked and what the customer actually understands.
Waiting time for service
Time that the customer spent waiting to be served.
Time of care received:
It refers to the duration of contact with the company or server, which in many cases is less than the waiting time for attention.
This situation can be frustrating if the wait time was long.
Just imagine being in a waiting room for more than 30 minutes, only to receive care that lasts no more than three minutes.
Customer Effective Time:
It is counted from the moment the client leaves his home or office to request the service.
It is a sum of the time spent getting around, finding a parking space, waiting time to be served, duration of service, and the entire process of returning to your destination.
Finally, your analysis consists of how long it took, from your departure to your return and whether you were able to achieve your objective, satisfy your need or solve a problem.
It is important to note that for the customer, time has a cumulative character, where all the actions that had to be carried out to be served are added up.
