Question: What is the term used for the situation where a potential customer arrives at a service operation and decides to leave upon seeing a long line?
The term is utilized for the circumstance where a potential client arrives at a service operation and chooses to take off upon seeing a long line.
A customer is a person or organization with a want or need that is willing to give money or some other personal resource to address this need.
Whether you can solve the problem instantly or not, make sure that the client understands that you are trying to and this is your only mission to make sure they end up happy. If you cannot give a solution right away say that you have all the information now and a reasonable one.
If you cannot keep the solution in the timeframe promised, still contact the client to let him know you are on it and it just takes a bit more time. Give your name and contact details so that client can directly contact you and feels secure with his problem in your hands now.
Our clients have to deal with disappointed customers from time to time. We have found that the above points have helped them a lot to deal with customer retention and satisfaction. Problems are never ideal but how you are handling them can lead to a much stronger sense of brand loyalty and customer satisfaction.
Benny the Barber owns a one-chair shop. At Barber College, they told Benny that his customers would exhibit a Poisson arrival distribution and that he would provide an exponential service distribution. His market survey data indicate that customers arrive at a rate of two per hour. It will take Benny an average of 20 minutes to give a haircut. Based on these figures, find the following:
a. The average number of customers waiting.
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