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Cashier Number 3 Please by Terry Green

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MAKING A PROMISE – AND KEEPING IT

A minute left hanging on the end of a telephone can feel like an hour. In the same way six minutes spent standing in line can pass really quickly or feel like purgatory. It is possible to “bend” shoppers’ perception of passing time by up to half, so that a six-minute wait feels like three. Customers who are on edge about whether they will be served in turn are stressed and time-conscious. Fair service allocation and being seen to be trying are key to managing customers’ expectations.

There are few things worse than waiting for something and not knowing how long you will be waiting for. I have seen customers arrive at the bank to enquire at the ...

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