Various methods of how to manage your customer queue in an efficient way, some for the sole benefits of better customer experience and some with the purpose of increasing the service/sales volume.
- Self-service empowerment – Many airlines provide online & kiosk check-in services for customers at an airport, reducing the demand and waiting time of traditional over-the-counter check-in. Some hotels also provide an optional self-service check-out by putting a box for returning a room key card for customers who are in a rush.
- Remote notification – Restaurants in department stores use the buzzers to call their customers when their queue arrives, enabling the customers to walk and shop around while waiting instead of building up tension while sitting or standing in front of the place.
- Transparency – Disney Resorts provide the waiting time board at the end of the queue line of each attraction for customers to make decision whether they want to wait or not. By doing this, customers’ expectation is set, rather than accumulating dissatisfaction while aimlessly waiting.
- Internal queue – Fast food chains and cafes such as McDonald’s and Starbucks put the waiting queue in later stages of the cycle (e.g., post-purchase), so customers can proceed through the order and payment quickly and wait in line later for their orders pick up.
- Fast lane (for multiple queues) – Supermarkets provide a special counter for customers with few items (e.g., less than 8 items) who are paying by cash to increase the overall flow rate of the payment queues.
- Flexible/Pooled resources (for multiple queues) – During peak hours, specialized counters in banks such as loans counters are also equipped to provide simple transaction services (e.g., deposit & withdraw, bank book update) instead of being idle and unutilized.