Process

Question 1

What are the 5 methods?

Answer 1

Ensure that outlets and call centres are well staffed.

Offer ‘live chat’ or ‘FAQ’ services on the business’s website.

Empower customer facing staff to make decisions.

Regularly assess processes such as queues or ordering times.

Introduce the latest technologies to improve processes.

Question 2

Justification of ensuring that outlets and call centres are well staffed

Answer 2

This avoids customers having to queue for too long, which can put them off returning.

Question 3

Justification of offering ‘live chat’ or ‘FAQ’ services on the business’s website

Answer 3

This reduces the number the number of customers making queries either on the phone or in person.

Question 4

Justification of empowering customer facing staff to make decisions

Answer 4

This avoids further waiting as problems or queries do not need to be passed on to management.

Question 5

Justification of regularly assessing processes such as queues or ordering times

Answer 5

This helps the business understand where problems lie and allows them to be addressed. Serpentine (zig zag) queues can be introduced to speed up waiting times.

Question 6

Justification of introducing the latest technologies to improve processes

Answer 6

Technology is generally faster than humans and will speed up processes e.g. self-checkouts in supermarkets and touchscreen ordering in McDonalds.