All experienced business owners are very well aware of one thing. Excellent customer service is an absolute must if you want to keep shoppers coming back. However, there are bound to be times when customers get disgruntled. Every business has experienced it. We’re talking about long queues that foster impatience and an atmosphere that quickly turns from bustling to frustrating. No matter your business, long wait times can negatively impact the customer experience.
The last thing you want is to lose sales and, worse, long-term customer relationships. So what can you do to reduce long queues and frustrated customers?
Train your staff to handle high traffic situations.
Is your store packed to the brim with customers? That’s a good thing! Then again, if your team isn’t prepared to serve the needs of all the customers in your store, you’re bound to get some complaints. Remember that customer service isn’t just about being friendly. It’s also about being efficient, especially when dealing with long queues. Properly trained staff members are critical to handling peak hours and managing customer expectations.
Your staff training sessions should focus on time management. Ensure that your employees are quick and efficient in completing tasks without compromising on quality. Also, place emphasis on prioritizing tasks. Train your staff to focus on customers who may have been waiting the longest while still maintaining fairness. Don’t forget to highlight the importance of communication. Educate your team on how to speak with frustrated customers to diffuse tension.
Optimize staffing during peak hours.
When does your store experience its busiest times? Knowing this information is essential to managing queues. By tracking foot traffic, you can adjust your staffing schedule accordingly. When your team is properly aligned with demand, you can prevent overcrowding and long waits. Have the right number of employees on hand during busy periods. This ensures that customers are served quickly, reducing stress for both your staff and your shoppers.
“Optimizing schedules for your staff is a crucial part of any organization’s success, no matter your industry or service offering,” says BrightHR, “Get it right and you’ll be a slick operation in no time. Get it wrong and you’ll be running out of time as an operation altogether.”
Set up clear signage.
Where do I go to pay for this? How long will I have to wait in line? Why aren’t there enough people working the cash registers? These are questions that frustrated customers often ask. Make it so that no one in your store has to make these queries. Post clear signage. Doing so can go a long way in setting expectations and helping customers feel more at ease. For example, you can use digital screens to communicate queue wait times. You can also place visible instructions about where to find checkout locations throughout your shop.
“Digital signage can play a crucial role in enhancing queue management efforts,” communicates Screenfluence, “By strategically placing digital screens, businesses can provide real-time information, updates, and entertainment to occupy customers as they wait. This not only helps reduce perceived wait times but also keeps customers informed and engaged.”
Utilize Taliup Register to streamline your checkout process!
With Taliup Register, you can say goodbye to long queues and frustrated customers. With this dual-screen smart payment terminal equipped with our POS solution, you can optimize your checkout process, increase customer satisfaction and loyalty, and ultimately, drive revenue growth. To learn more about it, please don’t hesitate to call us at 1-800-661-3761 or email info@unitypayments.ca.
