Poor Queuing Techniques

Queuing techniques are coordination that enables employees to serve customers in a systematic method. An article by Richard Larson in blog.tenstator.com stated that ‘Businesses that implement effective queue management practices can speed up queue flow and improve service times by 30%. Poor queue management can impact consumer safety, reduce productivity, tarnish brand reputations and the list goes on.’

In one of my recent visit to a fast food restaurant at Kulai, Johor, I waited for almost 30 minutes in a group of 8 customers before my turn which is almost the same time we can order food and consume in normal dine-in restaurants. Customers always take into account of time-saving and fast service when entering fast food restaurants. It is important for employees to insert an effective queue management system to ensure the continuous flow of customers and efficiency in operations.

Another intriguing situation shared by my colleague who had waited at a fast food restaurant at Sitiawan, Perak, in a group of 11 customers. Initially only one counter was open and the queue started to grow. After waiting for almost 20 minutes, his turn was in number 5 but the queue was up to 15 customers. Sensing that the customers are growing impatient, he noticed that the Floor Supervisor instructed one of his employees to open another counter. Once the counter was opened, the employee asked the queuing customers at the back-line to her counter. It created confusion and disapproval especially to the front line customers whom had already waited for such a long period. Several furious customers voiced out the poor coordination with abusive words. The floor supervisor and floor manager realised the mistake done by his employee tried to diffuse the situation which should have never occurred in the first place itself.

Clearly before a new counter was to be opened, the next following queued customer should be the main priority. Employees should be provided with the right customer service technique to prevent commotion by guaranteeing service to be provided one at a time, on an unbiased basis. Employers should insert appropriate customer service training to their employees as unsuccessful queue supervision can inflict harmful effects to any business in any industry.