What Do Customer Service Leaders Need to Know About Customer Queues?

Queues are something we would all rather avoid. Yet, as customers, there we are standing in line at the grocery store, in the airport, getting coffee, on the phone with customer support. Queues are everywhere.

If you’re responsible for customer service, managing them well can make a big difference for your customers and employees. Throughout my career, I’ve worked with hundreds of organizations that have enjoyed the advantages that come from managing queues well. I’ve also seen the damaging results when queues are not managed well. Queues are the doorways to your organization. But the dynamics and math behind them can be intimidating. What do customer service leaders need to know? 

Read on for some perspective...