Customers can tell the difference when they’re being handled in a Customer Value Enterprise® or a batch-and-queue system.
In a batch-and-queue environment, a customer’s issue gets dealt with by any number of service professionals, all dealing with one portion of the process, the issue starting and stopping like a car in a traffic jam.
Because of such functional specialisation, the work lurches through the process, attended to in starts and stops, transfers to other departments, and at times even subject to periods of idling.
The customer may also experience the effects of this when contacting your business, trying to track progress as the work takes its elliptical journey. To be certain, their contact itself adds more work to the company and increasing frustration to no apparent end.
Customers may feel as if they are being ‘time-shared’ by various service personnel and departments.
In a Customer Value Enterprise®, the aim is to create continuous flow and ensure this flow is as short as possible.
When any sort of service demand is received, it is acted on now: this moment. And the work is seen through to completion – it is not put in a queue to be picked up and processed later.
A customer being on the receiving end of this kind of service has a much better experience than with the over-processed journey of a batch-and-queue process.