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Cashier Number 3 Please by Terry Green

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I HEAR VOICES

When the Post Office moved from multiple lines to a single queue they made the process of getting access to service in the branches feel fair. This was a revelation. At a fundamental level they changed the way shoppers felt about waiting. The change in methodology also removed the wild swings in waiting time that customers experienced in their branches, making it feel even better. Complaints went down, stress levels dropped and customers were much happier to wait.

Adding the Call Forward System improved things further. It took a lot of “waste” out of the service system. By alerting customers as quickly and effectively as possible when a cashier became free to serve them, it kept things moving along at a rapid pace. Staff controlled ...

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