Teach Your Employees How To Avoid Conflicts At The Queuing System
Many businesses have queuing systems that are put in place to manage customers. A common example is at a retail store's customer service or returns area, where large crowds may line up throughout the day and wait their turn to deal with a customer service representative. Your queuing system should make life easier for your staff, but they need to know how to avoid conflicts — this can be especially true when they're dealing with customers who are making returns, as some of these individuals might already be a little short on patience. Here are some tips for avoiding conflicts with your store's queuing system:
Call The Numbers Loudly
While many queuing systems are set up to display a customer's number on a digital board, it's also customary for the customer service rep to call out the number. You need to be sure that he or she does so loudly. This part of your store might be noisy because of other staff members calling out numbers and various shoppers conversing among themselves. A customer who is holding a number needs to be able to hear when his or her number is called. A loud voice will increase this probability.
Give Multiple Warnings
In most cases, a customer service rep who calls out a number will see the customer heading his or her way within just a couple of seconds. However, this won't always be the case. If the customer didn't hear his or her number, or is perhaps trying to get his or her child under control before heading to the counter, your customer service rep may feel as though the customer isn't coming. Instead of immediately calling the next number in the queuing system, the rep should give a few more verbal calls. Finally, the rep should say "Last call for" and the number. Afterward, it's fine to move onto the next number.
Watch The Room
Teach your customer service reps to scan the room as they call a number. Some customers will yell "Here" or something similar, but many won't make a sound. The customer service rep should watch for people who have seemingly reacted to his or her call and are about to make their way to the counter. Noticing what's going on in the room not only prevents the rep from moving on to the next number in the system, but also from calling the same number again — and adding more noise to a space that is already noisy.
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