Queue Management | Psychology of waiting | NEXA


Date: 22 November 2016
Time: 1pm AEDT
Duration: 45 minutes


Did you know almost half a year of your life is spent waiting in queues?

In a world of instant gratification and advancing technology, queues can be a source of great frustration, which is often taken out on the poor customer service person who is there to help.

Many organisations today are concerned about the impact on customer satisfaction when waiting in queues, especially service orientated businesses. Products are consumed but services are experienced in real time. Delays and extended wait times can negatively influence the customer experience and, result in many customers choosing to take their business elsewhere.

Join NEXA, together with The Customer Experience Company, as we delve into the psychology of waiting. You’ll learn:

1. The 8 factors that influence the waiting experience
2. Quick wins to improve time spent in the queue
3. Case studies: good customer flow equals great customer satisfaction
4. Tools to manage queues and reduce wait times

If you work in a customer facing role, manage operations for service orientated business/organisations, government departments or just despise queues, this webinar will add value to your life.

If you would like to attend but can’t make it – register and we will send you the recording.

Freya Elliott – Principal, The Customer Experience Company

Freya has over 19 years of experience in both government and private sector. Freya’s use of Design Thinking techniques for people-related change delivers tangible results in NPS and revenue uplift. Freya is a leader in her field and is a renowned speaker and expert on the topic.