Project Management

We Will Be Right With You: Managing Customers With Vague Promises

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Executive Summary

The usefulness and efficiency of providing delay notifications in customer service phone systems depends on a number of factors, including the setup of the queuing system and the motivations and behavior of customers who encounter it. Sometimes you call with an urgent issue; sometimes you call just to check your balance. The information given in delay notifications is inherently cheap talk - it costs the firm little to provide, it is non-binding, and the customer has no way to verify it.

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