Factors that Prolong Waiting Time

Customer Service Perspective: Factors that Prolong Waiting Time
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Customer Service Perspective: Factors that Prolong Waiting Time
Both availability of employees and customer waiting are essential aspects when dealing with customer service. The statement applies in a perspective of internal customer service. An organization where the customer service depends on the interconnection of two or more groups requires an efficient queuing management and a conceptual model that employs psychological waiting lines strategies. The essay will explore the scenario of a bank during school opening periods and the critical factors that make customer waiting time to appear longer.
PNC Bank is one of the leading organizations that offers financial services to its clients around New York. At the onset of each academic year, it is characterized by a score of students from high school level, colleges and universities making their fee payments. It is the hardest time for the PNC staff who must work hard to serve thousands of customers. The main departments of the PNC bank that must coordinate to ensure that customers do not wait for long are the customer service and cashiers. It is the period where the banking hall is overcrowded, and the employees succumb to fatigue while controlling the crowd and serving them. It does not have effective queuing management that can support a large customer base. The bank, thus, suffers from customer dissatisfaction due to long waiting hours.
Several factors are attributed to prolonged customer waiting time. The first factor is that the occupied time is shorter than the idle time. Such factors in a bank can be solved by incorporating entertainment in the waiting area. The clients may take after news, notices from the TV, listen to music or read the magazines to fill the holding up time. The utilization of entertainment tools in line administration has been regarded to hold up under a number associated with making clients comfortable and diminishing queuing anxiety CITATION Nor \l 1033 (Norman, 2008).
The second factor is that customers always desire to get started. People always want to be engaged in the services so that they do not feel like wasting their time. When they are not involved, they seem not to have started the activities that brought them. In a banking scenario, such a problem van be solved by giving the customers the flyers that show the breakdown of the fee of the services offered and giving them banking sheets to fill in the transactions details. It makes them feel started in the banking process, thus reducing the waiting time by making them busy.
Similarly, anxiety prolongs the waiting time. The waiting customers when they ...