Join Jeff Toister for an in-depth discussion in this video Making wait time more bearable, part of Innovative Customer Service Techniques.
- Customers hate to wait.…The best solution to this problem is…to reduce the time customers have to wait.…Unfortunately, that's not always possible,…so the next best solution is to influence…how long customers perceive they're waiting.…A 1984 study by Jacob Hornik revealed…that customers overestimate how long they have to wait…by as much as 36%.…There are several factors that influence this.…How long a customer expects to wait is one factor.…A wait time that's shorter than expected feels faster,…while a wait time that's longer than expected feels longer.…
You can influence your customers' expectations…by giving them an estimated wait time.…Restaurant hosts tell you…how long you have to wait for a table.…The security line at the airport has signs that say,…"The wait time from this point is five minutes."…Call centers have hold messages that say,…"The expected hold time is three minutes."…Just be careful that you can meet or beat that deadline,…otherwise your customers will be bothered by the wait.…Fairness also influences perception.…
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- Identifying the most important customer need
- Making wait time more bearable
- Improving your power of observation
- Avoiding directed attention fatigue
- Increasing teamwork