"Cashier number 3 please"
Subtitle: creating fairer, faster service
By: Terry Green
Edition: Pbk. ed.
Publisher: Marshall Cavendish Business
Published: 2012
Place of publication: London
Language: eng
Number of pages: 223
ISBN-13: 9789814382588; 9789814361132
Copyright date: 2011
Subjects: Service industries; Quality control; Management; Services (Industrie); Qualité; Contrôle; Gestion; BUSINESS & ECONOMICS; Customer Relations
Other titles: Cashier number three please; You're next.
Description: Ever been stressed by the queue in a fast food restaurant? Or an airline check in? Or had to wait ages in an A & E? When was the last time that you had to queue for something - and enjoyed the experience? In the fast paced wireless and e-enabled world why do we have to wait for service?
Notes: "This book was first published in 2011 as You're Next in hardback. This paperback edition published in 2012 by Marshall Cavendish Business."--Title page verso.

Includes bibliographical references.
Table of contents: title: Cover; Title; Copyright; Contents; PREFACE · I queue therefore I am; 1 Introduction; 2 Shopping for business; Are we being served?; What makes people shop?; The waiting game; 3 Post early for success; Early days; Moving to linear queues; The dawning of a discipline; Cashier Number Three Please!; Going to trial; Never believe an "Ahh-Butter"; The very first installation; Exploiting an idea successfully; 4 Banking on a queue; Storming the banks; I hear voices; Going on the offensive; 5 Standing in line vs taking a ticket; Virtual queueing; Accepted behaviour; A matter of context.; title: 6 The impulse buyEnhancing the queueing experience; Getting it right; The payback; 7 The science of queuenomics; Capturing data; Lean service delivery?; Calculating the cost of queueing; Proactive queue management; 8 Bending time; What it feels like for a shopper; Tolerating wait times; Kicking things off; The F word; Shortest Processed First; Making a promise; title: and keeping it; Relevant distraction; In-store digital media; It's all in the perception; 9 Making lean service delivery a reality; The numbers and the psychology; What's the right number of registers?; title: Children's shoes: Saving money while improving serviceA business without queues?; Signs of good health; Data drives insight; Customer Flow Management; 10 The undercover shopper; A talent for skulking; Learning to be invisible; Three types of customers; 11 Planet retail; Pay here; Do-it-yourself checkouts; One in front; Checkout the layout; Mapping the customer's journey; 12 The retail safari; Rocking the boat; Start by thinking like a shopper; Hitting the streets; 13 Love me, love my branch; The role of the branch persists; An icon of trust; Accessing service in the branch.; title: Making an appointmentWinds of change; Enter the Matchmaker; Virtual queues and skills-based routing; Counter queues; Transforming the branch; Case-study: Barclays Bank; My fantasy bank branch; The future is coming; 14 Building a buzz; The nature of growth; The alchemy of success; Winning; Spell success with three Ps; Stepchange: Structured selling; How much success can you handle?; Afterword; Acknowledgements; Notes; Recommended reading; About the author.