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Managing customers waiting experience

Fundamentally understanding the term of what queue management is rather important! Why so? It’s because your customer journey that starts on the right foot will always be an integral part to your customer satisfaction and customer experience.

Ultimately, queue management is the process of managing one’s customers waiting experience.

In the case of when customer’s perceived wait time is minimized – they will also often be more willing to spend more time in engaging with you during service. How can one achieve this? This takes into account and factoring in a few components such as:

  • Installing media solutions in the waiting area. This will aid in engaging and entertaining your customers; thus, creating an active waiting experience. 
  • Keeping customers well updated and informed will remove the worry of the wait and people cutting their queue. Use monitors to provide customers the necessary information to keep their peace of mind.
  • Aim for an optimal waiting time. When an optimal wait time is achieved, customer that goes about and explores your store will ultimately purchase more after browsing – leading to increase sales and enhance customer experience.


A queue management system can range from easy to complex solution-based. 

Learn more about queue management systems with REL Systems. Contact us for more information on how we can facilitate your customer journey and experience.