SHR — Swiss Human Resources
Research 2026-02-09 Client Reception Lugano

Queues and customer experience

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Queues and customer experience — SHR, Lugano
Queues and customer experience — SHR, Lugano

Queues and customer experience — what studies show, and what they don't.

The research

Study: Maister (1985, Waiting Lines)

The limit

Single context; replicate before generalising. (our executive and employee training programmes)

Queues and customer experience — SHR, Lugano — Tessin
Queues and customer experience — SHR, Lugano — Tessin

Practical check in Lugano

Define one measurable indicator, test for a month, compare. To go further: explore the Client Reception training in Lugano in the canton of Ticino, or browse our executive and employee training programmes in Switzerland.

In pictures: Client Reception in Lugano

Client Reception training in Lugano — in practice
Client Reception training in Lugano — in practice
Client Reception training in Lugano — hands-on workshop
Client Reception training in Lugano — hands-on workshop
Client Reception training in Lugano — on the ground
Client Reception training in Lugano — on the ground

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