Which part of your customer interaction could be described as mundane? Completing forms, being left on hold, queuing? Even the most exciting businesses have moments that their customers find mundane. Let’s start with a classic – queuing!
No one enjoys queuing; it’s lost time and you can guarantee it creates stress. Here are my top five most stressful queues. See if you agree.
- Having your call put on hold and not knowing how long you’ll have to wait
- Supermarket checkouts
- The ‘carriage queue’ on the station platform – especially if you don’t have a reserved seat
- The petrol station queue towards midnight after the budget speech
- Airport check-in ...
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