Have you ever been so busy that your customers start feeling the pain?
This situation may be exacerbated when you have to address some customer service issues. A delay in getting a customer through your queue can leave the others who wait frustrated.
On a recent trip to the grocery store when it came time to pay, my wife was having some trouble with coupons and subsequent questions. The cashier escalated this issue to her manager. The manager then electronically transferred the transaction to another register. My wife and her cart full of groceries, all packed and bagged, left her current cashier and followed the manager to the other station.
The customers that were waiting behind my wife were then able to proceed through the checkout. Simultaneously, the manager assisted my wife and resolved the issue.
The manager here recognized two things. First, the customer (my wife) needed some time and attention. Second, others were stuck waiting for the issue to be resolved.
When you start dealing with customer issues, don’t forget all your other customers! How can you call in backup so you can deal with both the current issue and everyone else that is clamoring for your attention?