From the course: Customer Service: How to Manage Your Customer Queues
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Stories from the field: Are your wait times fine?
From the course: Customer Service: How to Manage Your Customer Queues
Stories from the field: Are your wait times fine?
(gentle upbeat music) - The measure that tells you whether customers are willing to wait is generally referred to as abandonment. Abandonment refers to customers who leave a queue before they get help. In some customer service environments, systems provide an exact number. Of 85 customers this morning, 10 bailed out or reneged, as some call it. In other environments, abandonment's a guess. The line got long at our ice cream stand this afternoon. I think I saw about five people give up. Does having no abandonments mean that wait times are fine? I recall a consulting project with the government's tax agency. Their abandonment amongst citizens who called was almost zero, so they felt like staffing levels were probably okay. As we dug deeper, we discovered that many customers got busy signals or messages that they need to call back at a less busy time. Well, there was no less busy time, so many kept trying and trying out…
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