1. What do people like to do while waiting in line?

Well, the most obvious and effective method of keeping cool while waiting in queue is playing with our phone. The majority of young people tend to stare at their phones doing different things while waiting for their turn. For example, some return phone calls and text messages or call someone they haven’t spoken to in a while, check their social media account for updates and news. Some kill time by playing games, while others want to take a break from their devices and simply enjoy watching the world go by.

2. Do you think the development of technology has reduced the time people have to wait in queues?

Yeah absolutely. Technology has improved queue management in many ways. The most recognizable part of a digital queue management system is the electronic sign-in device. That’s the digital screen — such as an iPad — located near the front of a store. Customers walk into a business and tap the screen to sign in, adding their name to the system. Then they’re free to spend their time as they please, until they are called to be served. Besides, self-service technology is also used to reduce customers’ waiting time. ATMs, Self pumping at gas stations, Self-ticket purchasing on the Internet and Self-check-out at hotels and libraries are typical examples of self-service technologies.

3. How can companies improve their customer service?

One of the most effective strategies is to seek customer feedback.  To provide excellent customer service, companies first need to understand their customers’ needs, experiences. For these, they need to ensure that they provide their customers with multiple ways to share their feedback. They can do this through telephone surveys or a feedback form sent via email. So, doing this regularly will let them gain real insights into what they’re doing well, and which areas require improvement. Another strategy is to strengthen their customer service team. They should also organize training sessions for their employees to improve their customer service skills, including empathy and patience, as well as good communication skills.