JP2013149032A - System, device, method and program for controlling waiting order - Google Patents

Abstract

PROBLEM TO BE SOLVED: To control the waiting order for customers visiting a shop.SOLUTION: A system for controlling waiting order comprises: a reception terminal 10 displaying requirement items and receiving a requirement item selected by a customer 3; a ticket issuer 20 printing a call number for each customer 3 and issuing a ticket 4; a control device 30 including, for each customer service counter 5, a database 33 which manages an available requirement item that a customer service counter 5 is able to deal with among the requirement items displayed on the reception terminal 10, managing the selected requirement item and the call number in association with each other, and determining the waiting order by selecting a customer service counter 5 having an available requirement item which matches the selected requirement item; and notification means 40 providing notification of the waiting order of the selected requirement item by the call number associated with the selected requirement item.

Description

  The present invention relates to a waiting order management system, a management apparatus, a waiting order management method, and a waiting order management program for managing the waiting order of customers who have visited a store.

  Stores such as mobile phone stores are required to provide higher quality services in terms of management and management in order to increase sales. In order to provide high-quality services, it is essential to implement countermeasures for waiting time of customers in the store. Therefore, Patent Documents 1 to 3 propose a waiting order management system for managing the waiting order of customers.

  For example, mobile phone stores have a variety of services that can be provided to customers, such as “fee payment”, “new contract”, “model change”, “repair / failure”, and “purchase of accessories”. A person in charge of customer service at a customer service in a store does not necessarily support all these services, and the services that can be handled differ depending on experience and practical ability. Further, even if there is a customer service representative who can handle the service requested by the customer, the customer service representative may be away from the desk due to a break or the like.

  That is, the waiting time of the customer changes according to the face of the customer service representative who is actually seated at the customer service. In addition, when a customer receives a service, it is impossible to provide a high-quality service unless a customer service representative who is familiar with the service is set in consideration of the service requested by the customer. Service delivery time increases and efficiency decreases. Furthermore, the customer's waiting time becomes longer. Thus, there is a possibility that customer satisfaction is reduced and the customer collection rate is reduced.

JP 2008-21300 A JP 2011-210010 A JP 2007-213432 A

  The present invention has been made in view of such circumstances, and a waiting order management system, a management apparatus, and a waiting order management method for managing a customer's waiting order so as to improve efficiency and a customer collection rate. And to provide a waiting order management program.

  The waiting order management system according to the present invention displays a requirement item selectable by a customer, a reception terminal in which the requirement item is selected by the customer, and a call for each customer when the requirement item is selected in the reception terminal. There is a ticketing machine that prints the number and issues a ticket, and a database that manages the corresponding requirement items that the first customer service representative can handle among the requirement items displayed on the reception terminal for each first customer service representative Connected to the reception terminal and the ticketing machine, manages the selected requirement item in association with the call number, and selects the first customer service representative who has a corresponding requirement item that matches the selected requirement item. A management device for determining the waiting order; and a notification means for notifying the waiting order of the selected requirement item by a call number associated with the selected requirement item.

  Moreover, you may make it further provide the 1st customer service terminal connected to a management apparatus and used when a 1st customer service representative performs customer service. In this case, the first customer service terminal has a seating notification means for notifying the management device of a seating notification indicating that the first customer service representative is seated. The management device selects the first customer service representative who matches the selected requirement item from the first customer service representatives notified of the seating notification from the first customer service terminal.

  Moreover, you may make it further provide the 2nd customer service terminal connected when it connects with a management apparatus and a 2nd customer service person performs customer service. In this case, the second customer service terminal has sub-requirement item input means capable of inputting sub-requirement items added to the requirement items. The management device outputs the sub requirement item to the first customer service terminal.

  The first customer terminal and / or the second customer terminal may include support request means for notifying a support request notification requesting support from another first customer terminal and / or another second customer terminal. good.

  The ticket may further be printed with a two-dimensional code of an address for confirming the waiting order by the customer terminal of the customer and / or an address for receiving a call notification.

  The management device according to the present invention associates a requirement item selected by a customer at a reception terminal on which a requirement item selectable by the customer is displayed and a call number for each customer printed on a ticket issued by a ticketing machine. Number management means to be managed, requirement management means for managing available requirement items that can be handled among the requirement items displayed on the reception terminal by the first customer service representative for each first customer service representative, and the selected requirements A selection determination means for selecting a first customer service representative who has an available requirement item that matches the item and determining the waiting order, and a call number associated with the selected requirement item for the waiting order of the selected requirement item Standby order output means for causing the notification means to notify.

  In addition, the selection deciding means is the first customer service representative who has been notified of the seating state indicating that the first customer service representative is seated from the first customer service terminal used when the first customer service representative performs customer service. The first customer service representative who matches the selected requirement item may be selected from the users.

  In addition, when a sub-requirement item added to the requirement item is input from the second customer service terminal used when the second customer service representative performs customer service, the sub-requirement item output that outputs the sub-requirement item to the first customer service terminal A means may be further provided.

  Further, when a support request notification for requesting support is notified from the first customer service terminal and / or the second customer service terminal, support for notifying the support request notification to the other first customer service terminal and / or other second customer service terminal You may make it further provide a notification means.

  In addition, it is further provided with a two-dimensional code issuing means for issuing a two-dimensional code of an address printed on a ticket for confirming a waiting order by a customer terminal of a customer and / or an address for receiving a call notification. Also good.

  The waiting order management method according to the present invention is executed by the management device.

  The present invention as described above can be realized not only by hardware but also by software. In other words, the waiting order management program according to the present invention is spread by a portable recording medium such as a network or an optical disk or a memory card, and installed in a computer to cause the computer to execute the above-described waiting order management method.

  According to the present invention, the management apparatus has a database for managing the requirement items that can be handled among the requirement items displayed on the reception terminal by the first customer representative for each first customer representative, The waiting service is determined by selecting the first customer service representative who has a requirement item that can be matched with the requirement item selected by. Therefore, according to the present invention, it is possible to provide a high-quality service to a customer and improve the efficiency of the service. Thereby, according to this invention, the waiting time of the customer who waits in a shop becomes short, thus, a customer's satisfaction improves and a customer attraction rate can be improved.

  Further, according to the present invention, the management device includes a first requirement item that corresponds to a requirement item selected by the customer from among the first customer service representatives notified of the seating notification from the first customer service terminal. Select the customer service representative and decide the waiting order. Therefore, according to the present invention, it is possible to provide a high-quality service to a customer and improve the efficiency of the service. Thereby, according to this invention, the waiting time of the customer who waits in a shop becomes short, thus, a customer's satisfaction improves and a customer attraction rate can be improved.

  Further, according to the present invention, when the second customer service representative contacts the customer in advance and listens to the sub requirement item added to the requirement item selected by the customer, the sub requirement item is input to the second customer service terminal. The management device outputs the sub requirement item to the first customer service terminal. Therefore, according to the present invention, the first customer service representative can provide the service to the customer while looking at the sub-requirement items, so that the service can be provided more quickly and with high quality.

  Further, according to the present invention, the first request terminal and / or the second customer terminal notifies the request for support requesting the other first customer terminal and / or another second customer terminal for assistance. Therefore, for example, another first customer service representative or another second customer service representative can quickly go to support. Therefore, according to the present invention, it is possible to provide a high-quality service to a customer and improve the efficiency of the service.

  Furthermore, according to the present invention, the ticket is further printed with a two-dimensional code of an address for confirming the waiting order by the customer's customer terminal and / or an address for receiving the call notification. By reading the two-dimensional code of the ticket, for example, the waiting order can be confirmed on the Web page, or the call notification mail can be received when the remaining waiting number reaches a predetermined number. Therefore, according to the present invention, the customer does not necessarily have to wait in the store until called up, and can freely spend time such as going out during the waiting time.

It is the schematic which showed the shop using the waiting order management system to which this invention is applied. It is the block diagram which showed the whole structure of the waiting order management system to which this invention is applied. It is the figure which showed the requirement item selection screen displayed on a reception terminal. (A) shows a ticket issued by a ticketing machine, (B) shows a congestion status display screen, and (C) shows a call notification mail registration screen. It is the block diagram which showed the structure of the management apparatus. It is the figure which showed the normal waiting condition display screen displayed on a waiting display machine. It is the figure which showed the waiting condition display screen at the time of the call displayed on a waiting display machine. It is a flowchart which shows a series of procedures from the reception by a reception terminal to the display of the waiting order by a waiting display. It is a flowchart which shows a series of procedures which input a sub requirement item. It is the figure which showed the initial screen displayed on a floor customer service terminal. It is the figure which showed the waiting condition detailed display screen displayed on a floor customer service terminal. It is the figure which showed the person in charge designation | designated screen displayed on a floor customer service terminal. It is the figure which showed the memo attachment screen displayed on a floor customer service terminal. It is a flowchart which shows a series of operation | movement from calling the customer of a window customer service terminal until a window customer service person performs customer service. It is the figure which showed the login screen displayed on a customer service terminal. It is the figure which showed the operation screen displayed on a customer service terminal. It is the figure which showed the customer information display screen displayed on a window customer service terminal. It is the figure which showed the customer seating confirmation screen displayed on a window customer service terminal. It is the figure which showed the customer service screen displayed on a window customer service terminal. It is a flowchart which shows a series of operation | movement until a window service person in charge and a management apparatus request | require assistance from another window service person in charge.

  Hereinafter, a waiting order management system to which the present invention is applied will be described with reference to the drawings.

  As shown in FIG. 1, a waiting order management system 1 to which the present invention is applied is used, for example, in a mobile phone store (hereinafter also simply referred to as a store) 2 and manages the waiting order of a customer 3 who has visited the store 2. To do.

  Specifically, the waiting order management system 1 displays the requirement items that can be provided to the customer 3 in the store 2 and the reception terminal 10 from which a desired requirement item is selected by the customer 3 and the customer 3 The ticketing machine 20 that prints the call number and the like and issues the ticket 4 and the window customer service representative 5 that is the optimal first customer service representative that meets the requirement items selected by the customer 3 are selected to determine the waiting order. Management device 30, a waiting display 40 that displays the waiting order determined by the management device 30 and calls the customer 3, and a floor customer service who is a second customer service representative placed on the floor 6 in the store 2. The person in charge 7 serves the customer 3 and is arranged at the floor customer service terminal 50 which is a second customer service terminal for inputting the sub requirement item added to the requirement item selected by the customer 3 and the window 8 in the store 2. Customer service representative There is provided with a window customer terminal 60 as the first reception terminal used in performing customer service, and customer terminal 70 which the customer 3 possessed.

  For example, the reception terminal 10 is installed in the vicinity of the entrance 2 a in the store 2, and the ticket issuing machine 20 is installed in the vicinity of the entrance 2 a in the store 2 adjacent to the reception terminal 10. Further, the management device 30 is installed in the back of the store 2, etc., and the waiting display device 40 is installed in at least one position in the store 2 where the customer 3 is easy to see, such as the floor 6 and / or the window 8 or the vicinity thereof. ing. Further, the floor customer service terminal 7 is possessed by the floor customer service representative 7, and the floor customer service representative 7 handles customers in the vicinity of the reception terminal 10. Further, the window customer service terminal 60 is installed at the window 8 of the counter or is held by the window customer service person 5. Furthermore, the customer terminal 70 is a mobile phone or a smart phone that can browse e-mails and HPs owned by the customer 3. Note that the installation locations of the reception terminal 10, the ticket issuing machine 20, the management device 30, and the waiting display device 40 are not limited to the positions described above, and can be changed as appropriate.

  Further, as shown in FIG. 2, the reception terminal 10, the ticketing machine 20, and the waiting display device 40 are connected to the management device 30 directly or via a network, and are controlled by the management device 30. Moreover, the floor customer service terminal 50 and the window customer service terminal 60 are connected to the management apparatus 30 via wireless LAN. Furthermore, the customer terminal 70 is connected to the management apparatus 30 via a mobile phone network, the Internet, and a broadband router. Note that a FireWall router may be provided between the broadband router and the wireless LAN router 80 and the management device 30 to prevent unauthorized access from the outside.

  The reception terminal 10 displays the requirement items that can be provided to the customer 3 in the store 2 and the customer 3 selects a desired requirement item. As illustrated in FIG. 2, the reception terminal 10 includes a touch panel 11 and is connected to the management device 30 via a digital video interface (DVI) cable and a universal serial bus (USB) cable. The reception terminal 10 displays on the touch panel 11 requirement items and the like that can be handled in the store 2 input from the management device 30 via the DVI cable. Further, the reception terminal 10 outputs the requirement item data selected by the customer 3 from the requirement items displayed on the touch panel 11 to the management device 30 via the USB cable.

  Specifically, the requirement item selection screen 100 is displayed on the touch panel 11 of the reception terminal 10 as shown in FIG. The requirement item selection screen 100 includes requirement item selection buttons 101 such as “fee payment”, “new contract”, “model change”, “repair / failure”, “purchase accessory”, “others”, etc. And a reference waiting time 103 and the current time 104 are displayed. When the customer 3 touches a desired requirement item selection button 101 from among the requirement item selection buttons 101, the reception terminal 10 outputs the selected requirement item data to the management device 30. Here, the requirement items are divided into two categories, and the waiting number 102 and the approximate waiting time 103 are displayed for each category. Specifically, the requirement item of “fee payment” is set as the first category 105a, and the requirement items of “new contract”, “model change”, “repair / failure”, “purchase of accessories”, and “other” are set as the second category. The category 105b is set. The reason why fee payment is set as one category is because there are many visitors for fee payment purposes. The requirement items are not limited to those described above, and the number of categories and which items are set as which categories can be appropriately changed. Further, an advertisement or the like may be further displayed on the requirement item selection screen 100.

  Furthermore, the reception terminal 10 has a speaker 12 as shown in FIG. The speaker 12 is connected to the management device 30 via a stereo cable and an amplifier. The reception terminal 10 emits the reception voice message input from the management device 30 from the speaker 12 according to the waiting time 103 of the category including the selected requirement item. For example, if the estimated waiting time is 0 to 10 minutes, the reception terminal 10 receives a reception voice message signal “Thank you for coming to the store. Please bring your number tag and wait for a while”. If the estimated waiting time is 10 to 20 minutes, the reception voice message signal “Thank you for coming to our store. The estimated waiting time is 20 minutes now” is input, and the estimated waiting time is 20 minutes. In the above case, the reception voice message signal “Thank you for coming to the store. The estimated waiting time for now is 20 minutes or more” is input, and these reception voice messages are emitted from the speaker 12. Note that the waiting time for switching the reception voice message signal and the content of the reception voice message are not limited to those described above, and can be changed as appropriate.

  The ticket issuing machine 20 issues a ticket 4 by printing a call number unique to the customer 3. The ticket issuing machine 20 is a printer or the like, and is connected to the management device 30 via a USB cable as shown in FIG. As shown in FIG. 4 (A), the ticket-issuing machine 20 includes a ticketing date and time 4a, a call number 4b, a first QR code (registered trademark) 4c, a second QR code 4d, and store information 4e. Print out and issue ticket 4. The ticketing date and time 4a is, for example, the date and time (day), hour, minute, and second when the ticket 4 is issued or the reception terminal 10 is operated. The first QR code 4c is a two-dimensional code of a URL (Uniform Resource Locator) of a waiting state confirmation Web page. The second QR code 4d is a two-dimensional code in which the URL of the mail notification registration Web page, the query ID, the store ID, the calling number, and the ticket issue date and time are set. The store information 4e is, for example, a store name, the business hours of the store, and the like.

  The management device 30 selects the optimal customer service representative 5 that matches the requirement item selected by the customer 3 and determines the waiting order. As shown in FIG. 2, the management device 30 is composed of, for example, a personal computer (PC). For example, the management device 30 includes Windows 7 (registered trademark) as an OS, and an application program that performs a waiting order management process described below is mounted.

  Specifically, as shown in FIG. 5, the management device 30 includes a processor 31 that executes the application program described above, a memory 32 that temporarily stores data, a hard disk 33, the reception terminal 10, and the ticketing machine 20. An I / O interface 34 connected to the waiting display device 40 and a communication I / F 35 connected to the wireless LAN router 80 are provided. The communication I / F 35 can communicate with the floor customer service terminal 50 and the window customer service terminal 60 via the wireless LAN router 80. The hard disk 33 stores a customer service representative database 36 and a customer database 37.

  The customer service representative database 36 stores, for example, a table composed of requirement items and window numbers corresponding to the customer service representatives A to Z belonging to the store 2. For example, the customer service representative database 36 stores that the customer service representatives A to D among the customer service representatives A to Z belonging to the store 2 are currently present in the store 2. Further, the window customer service representative A can correspond to the requirement items of “fee payment” and “new contract”, and stores that he is currently seated at the first window. Furthermore, the customer service representative B can respond to the requirement items of “payment of charges”, “new contract”, “model change” and “repair / failure”, and stores that he is currently seated at the second window. ing. Furthermore, the customer service representative C can handle all the requirement items and stores that he is currently seated at the third window. Furthermore, the customer service representative D can deal with all the requirement items, but stores that he / she is currently away.

  The customer database 37 includes, for example, selection requirement items, ticketing time, nominated person, memo, seating time, window customer service person, e-mail address for the calling number unique to the customer 3 who visited the store. Is stored.

  For example, an uninterruptible power supply (UPS) 90 may be connected to the management apparatus 30 in order to increase the reliability that the management apparatus 30 will not stop due to an instantaneous interruption of the AC power supply.

  The waiting display device 40 displays the waiting order determined by the management device 30 and calls the customer 3. The waiting display device 40 is composed of an LCD (Liquid Crystal Display) or the like, and is connected to the management device 30 via an analog video cable as shown in FIG. Further, the waiting display device 40 has a speaker 41. The speaker 41 is connected to the management device 30 via a stereo cable and an amplifier. Note that the waiting display device 40 is not limited to the LCD, and may be any device that can display the waiting order.

  As shown in FIG. 6, the waiting display device 40 is supplied with the video and audio signals generated by the management apparatus 30, and the waiting status display screen 110 is displayed in normal times. The waiting status display screen 110 displays waiting number 111 by category, waiting order 112 by category, and current time 113. Here, in the waiting order 112, the call numbers are displayed in order.

  In addition, when calling a certain customer 3 whose order has been reached by the management device 30, a customer call screen 120 is displayed on the waiting display device 40 as shown in FIG. 7. On the customer call screen 120, the call number 121, the window number 122 of the window 8 where the window customer service representative 5 who is in charge of the customer 3 of the call number 121 is seated, and the current time 123 are displayed.

  Further, when calling a certain customer 3 whose turn has come by the management device 30, the waiting display device 40 emits a call voice message inputted in advance from the management device 30 from the speaker 41. The waiting display device 40, for example, inputs in advance from the management device 30 a call voice message signal that "sorry, please wait. If you have a number 10 tag, please come to the number 1 window" The calling voice message is emitted from the speaker 41.

  The floor customer service terminal 50 is, for example, a mobile communication terminal such as a tablet terminal. As shown in FIG. 2, for example, Android (registered trademark) is installed in the floor customer service terminal 50 as an operating system (OS), and an application program for executing the operation described below is installed. The floor customer service terminal 50 may be a smartphone instead of a tablet terminal. Furthermore, the floor customer service terminal 50 may be iPad (registered trademark), iPhone (registered trademark), or the like.

  The floor customer service terminal 50 communicates with the management apparatus 30 via the wireless LAN router 80, and displays a screen for inputting sub requirement items added to the requirement item selected by the customer 3 on the touch panel. In the floor service terminal 50, for example, the floor service representative 7 contacts the customer 3 during the waiting time, and the sub-requirement item added to the requirement item selected by the customer 3 is input by the floor service representative 7. Then, the sub requirement item data is output to the management device 30.

  The customer service terminal 60 is a mobile communication terminal such as a smartphone, for example. For example, Android (registered trademark) is installed as an operating system (OS) in the window customer service terminal 60, and as shown in FIG. 2, an application program for executing the operation described below is installed. The window customer service terminal 60 may be a tablet terminal instead of a smartphone. Further, the window customer service terminal 60 may be iPad (registered trademark), iPhone (registered trademark), or the like.

  The window customer service terminal 60 communicates with the management apparatus 30 via the wireless LAN 80 and displays a screen for serving the customer 3 at the window 8 on the touch panel. Here, the window customer service terminal 60 includes, for example, a first window that mainly provides services for requirement items of the first category, and a second window and a third window that mainly perform services for requirement items of the second category. Are installed respectively.

  The customer terminal 70 is composed of a mobile communication device such as a mobile phone. The customer terminal 70 has a built-in camera 71 that can read the QR codes 4c and 4d printed on the ticket 4 issued.

  Next, in the waiting order management system 1 configured as described above, a series of procedures until the customer 3 who has come to the store 2 receives the order by the receiving terminal 10 and the waiting order is displayed on the waiting display device 40. Will be described with reference to FIG.

  First, in step S1, for example, before starting the business, when the power is turned on, the management apparatus 30 generates the requirement item selection screen 100 shown in FIG. In step S <b> 2, the reception terminal 10 displays the requirement item selection screen 100 on the touch panel 11.

  Specifically, on the requirement item selection screen 100, as shown in FIG. 3, "fee payment", "new contract", "model change", "repair / failure", "accessory purchase", "other", etc. The requirement item selection button 101 for the requirement items, the waiting number 102 for each category, the estimated waiting time 103 for each category, and the current time 104 are displayed. At this time before the start of business, since the customer 3 has not yet visited the store, the waiting number 102 and the approximate waiting time 103 are not displayed, or 0, 0 minutes, etc. are displayed.

  Further, the management device 30 generates a waiting status display screen 110 shown in FIG. 6 and displays it on the waiting display device 40. Specifically, as shown in FIG. 6, the waiting status display screen 110 displays waiting numbers 111 by category, waiting orders 112 by category, and current time 113. At this time before the start of business, since the customer 3 has not visited the store, the waiting number 111 and the waiting order 112 are not displayed or are displayed as zero.

  In step S3, after opening store 2, reception terminal 10 touches desired requirement item selection button 101 among requirement item selection buttons 101 displayed on touch panel 11 by customer 3 who visited store 2. In step S4, the selected requirement item data is transmitted to the management apparatus 30.

  In step S5, the management apparatus 30 generates call number data unique to the customer 3 according to the selection requirement item data. For example, when the “charge payment” button is touched, the management apparatus 30 generates call numbers in ascending order from the numbers 1 to 100, and when the “new contract” button is touched, the management apparatus 30 Call numbers are generated from the 200th in ascending order of numbers. Similarly, when the “model change” button is touched, call numbers 201 to 300 are generated and the “repair / failure” button is displayed. When touched, the call numbers 301 to 400 are generated. When the “accessory purchase” button is touched, the call numbers 401 to 500 are generated and the “other” button is touched. , Call numbers 501 to 600 are generated.

  Further, the management device 30 generates ticket issuing time data based on the date and time when the selection requirement item data is input. Then, the management device 30 creates a lookup table that associates the call number data, the selection requirement item data, and the ticket issue time data, and stores the lookup table in the customer database 37.

  Furthermore, the management device 30 generates first QR code data that is a two-dimensional code in which the URL of the waiting state confirmation Web page is printed. Further, the management device 30 generates second QR code data that is a two-dimensional code in which the URL of the mail notification registration Web page, the store ID, the call number, and the ticket issue date and time are set in the query string.

  Further, the management device 30 refers to the lookup table in the customer database 37, calculates the waiting number for each category, and generates waiting number data for each category. Furthermore, the management device 30 multiplies the waiting number for each category by the estimated working time set in advance for each selection requirement item, and generates estimated waiting time data for each category. Furthermore, the management apparatus 30 refers to the lookup table of the customer database 37, calculates the waiting order for each category, and generates waiting order data for each category.

  In step S <b> 6, the management device 30 outputs the ticket issuing time data, the call number data, the first QR code data, the second QR code data, and the store information data to the ticket issuing machine 20. In step S7, the ticket-issuing machine 20 generates a diagram based on the ticket-issuing time data, the call number data, the first QR code data, the second QR code data, and the store information data input from the management device 30. As shown in FIG. 4 (A), the ticket 4 is issued by printing the ticket issue date and time 4a, the call number 4b, the first QR code 4c, the second QR code 4d, and the store information 4e. .

  In step S <b> 8, the management device 30 outputs a reception voice message signal corresponding to the waiting time 103 of the category including the selected requirement item to the reception terminal 10. In step S <b> 9, when the reception voice message signal is input from the management device 30, the reception terminal 10 emits the reception voice message from the speaker 12. For example, if the waiting time for the selection requirement item is 0 to 10 minutes, the management device 30 receives a reception voice message signal “Thank you for coming to the store. Please bring your number tag and wait for a while”. If it is output to the reception terminal 10 and the estimated waiting time is 10 to 20 minutes, the reception terminal 10 receives a reception voice message signal “Thank you for coming to the store. If the waiting time of the guideline is 20 minutes or more, the reception voice message signal “Thank you for coming to the store. The guideline of waiting time is now 20 minutes or more” is output to the reception terminal 10 .

  In step S <b> 10, the management device 30 generates a requirement item selection screen 100 shown in FIG. 3 based on the waiting data for each category and the waiting time data for each category, and displays the requirement item selection screen 100 on the receiving terminal 10. In step S <b> 11, the management device 30 generates the waiting status display screen 110 shown in FIG. 6 based on the waiting data for each category and the waiting time data for each category, and displays the waiting status display screen 110 on the waiting display device 40. .

  As described above, in the waiting order management system 1, the customer 3 who has visited the store 2 can receive the reception order using the reception terminal 10 and display the waiting order on the waiting display device 40.

  Next, in the waiting order management system 1, a series of procedures until the floor customer service representative 7 serves the customer 3 during the waiting time and inputs a sub-requirement item to be added to the selection requirement item of the customer 3. Will be described with reference to FIG.

  First, in step S20, the floor customer service terminal 50 communicates with the management device 30 via the wireless LAN 80, for example, when the power is turned on or periodically, and the customer service representative database 36 lookup table and customer database 37 lookup table. In step S21, an initial screen 130 for inputting sub-requirement items to be added to the requirement item selected by the customer 3 is displayed as shown in FIG.

  Specifically, as shown in FIG. 10, the initial screen 130 includes a waiting status display unit 131 that displays the waiting status of the store 2 and a corresponding response status display unit 132 that displays a corresponding status for each counter 8. Is displayed.

  In the waiting status display section 131, the waiting number 131a for each category, the estimated waiting time 131b for each category, the calling number 131c arranged in order of waiting for each category, and the ticket 4 of the calling number 131c are issued. A ticket issuing time 131d and a detail button 131e for displaying a more detailed waiting state are displayed.

  When the detail button 131e is touched by the floor customer service representative 7, the floor customer service terminal 50 inquires the lookup table of the customer database 37, and the waiting status detail display screen 140 as shown in FIG. 11 is displayed. On the wait status detail display screen 140, a wait status detail display portion 141, a sub-requirement item input portion 142, and a customer information portion 143 are displayed.

  The waiting status detail display unit 141 displays the calling numbers 141a arranged in the waiting order of one of the two categories displayed on the waiting status display unit 131 and the ticketing time 141b. . In addition, the waiting status detail display unit 141 displays a switching unit 141c that switches the display at the calling number and ticketing time of another category. When the switching unit 141c is touched, the waiting status detail display unit 141 displays the waiting status detail display unit 141. Category to be switched to another category.

  In the sub-requirement item input unit 142, a “person in charge” button 142a for nominating the customer service representative 5, a “memo” button 142b for attaching memo data, a designated person in charge and attachment A “deletion / absence” button 142c for deleting the memo data and a “return” button 142d for returning to the initial screen 130 are displayed.

  When the “Nominating Person in charge” button 142 a is touched after the call number 141 a is touched on the waiting situation detail display unit 141 by the floor customer service representative 7, the floor customer service terminal 50 looks up the customer service representative database 36. The table is queried and a person-in-charge designation screen 150 as shown in FIG. 12 is displayed. On the person-in-charge designation screen 150, the call number 151 selected on the waiting situation detail display screen 140, the person-in-charge list display section 152, and a “Back” button for canceling the person-in-charge designation and returning to the waiting situation detail display screen 140 153 is displayed. In the person-in-charge list display section 152, the names of all the customer service representatives stored in the customer service representative database 36 of the management apparatus 30 and the customer service numbers currently handled by the customer service representatives 5 are displayed. The FIG. 12 shows a state where the window customer service representative A is seated at the first window, the window customer service staff B is seated at the second window, and the window customer service staff C is seated at the third window. Then, the person in charge of the selected call number can be designated by touching the name of the person in charge of the customer service by the floor customer service representative 7 from the person in charge list display section 152.

  In step S <b> 22, the floor customer service terminal 50 outputs the call number data and the person-in-charge designation data to the management device 30. In step S <b> 23, the management device 30 adds person-in-charge designation data corresponding to the call number data to the lookup table in the customer database 37.

  As described above, when the person-in-charge designation data is stored, the waiting number display unit 131 (FIG. 10) and the waiting state detail display screen 140 (FIG. 11) in the initial screen 130 are called by the number of the person in charge. The background color is displayed differently from the background color of the call number that is not designated by the person in charge. For example, the background color of the call number for which the person in charge is designated is black, while the background color of the call number for which the person in charge is designated is red. FIG. 11 shows a state where the call number “306” is designated as the person in charge.

  Further, when the “memo” button 142b is touched after any call number 141a is touched by the floor customer service representative 7 on the waiting situation detail display screen 140 shown in FIG. As shown, a memo attachment screen 160 is displayed. On the memo attachment screen 160, the calling number 161 selected on the waiting state detail display screen 140 and the input unit 162 for generating memo data are displayed. The input unit 162 further includes a free input unit 162a through which a free sentence can be input, and a fixed input unit 162b to which a preset fixed sentence is attached.

  The floor customer service terminal 50 inputs a free sentence to the free input unit 162a by the floor customer service representative 7, or touches a fixed form sentence of the fixed form input unit 162b and touches the “Register” button 163. The call number data and the memo data are output to the management device 30. Then, the management device 30 adds memo data to the lookup table of the customer database 37 corresponding to the call number data.

  When the memo data is stored as described above, the memo mark is displayed near the call number in the waiting status display section 131 and the waiting status detail display screen 140 of the initial screen 130 as shown in FIGS. 131f is displayed.

  Then, in the customer information part 143 of the waiting situation detail display screen 140, when the call number 141a touched on the waiting situation detail display part 141, the requirement item corresponding to this call number, and the person in charge are designated The name of the person in charge and, if a memo is attached, the contents of the memo are displayed.

  As described above, in the waiting order management system 1, the sub requirement item added to the selection requirement item of the customer 3 can be input. Therefore, according to the waiting order management system 1, the floor service representative 7 inputs the detailed request of the customer 3 previously received from the customer 3 to the floor service terminal 50 in advance during the waiting time of the customer 3. The customer service representative 5 is able to share the details of the requirements of the customer 3 in advance by looking at the sub-requirement items, and serving the customer 3. Therefore, it is possible to provide a quicker and higher quality service.

  Next, a series of procedures until the customer service representative 5 calls the customer 3 and performs customer service in the waiting order management system 1 will be described with reference to FIG.

  First, in step S30, the window customer service terminal 60 displays a login screen 170 as shown in FIG. 15 when the window customer service representative 5 is seated and turned on. Specifically, on the login screen 170, a window selection unit 171 that selects the window 8 to log in, a window customer service person selection unit 172 that selects the window customer service person 5 to log in, and a password input unit 173 that inputs a password. Then, a “login” button 174 for executing login and a “return” button 175 for canceling login are displayed.

  When the customer service representative 5 is permitted by inputting the customer service number, the customer service representative name, and the password and touching the “login” button 174, the customer service terminal 60 displays an operation screen 180 as shown in FIG. indicate. Specifically, a “call” button 181 for calling the customer 3 is displayed on the operation screen 180. At the same time, the window customer service terminal 60 outputs at least window number data and window customer contact person data to the management device 30. That is, the window service terminal 60 notifies the management device 30 of a seating notification indicating that the selected window service staff 5 is seated at the window 8 corresponding to the window service terminal 60. The management device 30 adds window number data corresponding to the window service staff data to the lookup table of the service staff database 36. For example, in the customer service database 36, the customer service representative A sits at the first window 8, the customer service person B sits at the second window 8, and the customer service person C sits at the third window 8. Is stored. The management device 30 may add attendance time data corresponding to the customer service representative to the lookup table of the customer service database 36 to manage attendance of the customer service representative.

  In step S 31, when the “call” button 181 is touched by the customer service representative 5, the customer service terminal 60 outputs a call request signal and window number data to the management device 30.

  When the call request signal is input from the window customer service terminal 60, the management device 30 receives the call 8 based on the window number of the window customer service terminal 60 that has output the call request signal from the customer service representative database 36 and the customer database 37. The category of requirement items, the customer service representative 5 who is seated at the customer service 8, and the requirement items that can be handled by the customer service representative 5 are specified. Then, the management device 30 handles the highest call number data in the waiting order of the same category as the category of the window 8, that is, call number data with the earliest ticketing time, selection requirement item data corresponding to this call number, and Specify nomination data.

  When the customer service representative 5 who has output the call request signal to the call number is designated as the person in charge, the management device 30 stores the call request signal corresponding to the call number data in the lookup table of the customer database 37. The person-in-charge data is added with the person in charge of the customer service 5 who has output "" as the person in charge. Further, the management device 30 does not designate any person in charge of customer service 5 and the requirement item of the customer service person 5 who outputs the call request signal matches the selection item associated with the call number. In the same manner, the person-in-charge data is added to the lookup table of the customer database 37 corresponding to the call number data. For example, when another person in charge of customer service 5 is designated as the person in charge, the management device 30 is the second, that is, the call number data having the next earliest ticketing time and the selection item data corresponding to the call number data. The person-in-charge designation data is identified and the same processing is performed. Then, the management device 30 performs the same processing for the customer service representative 5 who has output the call request signal until the person in charge is designated or the applicable requirement item matches the selected requirement item.

  For example, as shown in FIG. 5, after the customer service representative A who is currently serving customers with the call number “9” has finished serving customers with the call number “9”, the customer service representative A calls In this case, since the customer service representative A is currently seated at the first window 8 for the first category (“payment”), the call number “503” of the other category (requirement item “others”) Even if the ticketing time is earlier, the call number “10”, which is the highest call number in the waiting order of the first category, is called to the first window.

  In addition, as shown in FIG. 5, after the customer service representative B who is currently serving customers with the call number “203” has finished serving customers with the call number “203”, the customer service representative B made a call. In this case, since the customer service representative B is currently seated at the second window 8 for the second category (“general reception”), the highest call number in the waiting order of the second category is called. However, the requirement item of the top call number “503” in the second category is “others” and cannot be dealt with by the customer service representative B. Therefore, the call number “204” (requirement item “model change”) next to the call number “503” is called.

  Further, as shown in FIG. 5, after the customer service representative C who is currently serving customers with the call number “502” has finished serving customers with the call number “502”, the customer service representative C called In this case, since the customer service representative C is currently seated at the third window 8 for the second category (“general reception”), the highest call number in the waiting order of the second category is called. That is, the call number “503” is called to the third window.

  Further, when the customer service representative C makes a call after the customer service representative C completes the customer service with the call number “503”, for example, the customer service representative B or the like has already called the customer service representative B or the like. In the case of correspondence, the call number “306”, which is the highest level in the second category, becomes the call number “306”. Call “105” to the third window.

  In addition, the management device 30 generates customer waiting time data from the time when the call request signal is received and the ticketing time of the call number assigned to the customer service representative 5. Then, the management device 30 inquires the customer waiting time data and the lookup table of the customer service representative database 36 to generate a customer information display screen 190 as shown in FIG. 17 and outputs it to the customer service terminal 60. . Then, the customer service terminal 60 displays a customer information display screen 190. Specifically, as shown in FIG. 17, the customer information display screen 190 displays a call number 191 in charge, a waiting time 192, a nominated person name 193, a memo 194, and a “OK” button 195.

  In step S <b> 32, when the “confirmation OK” button 195 is touched by the customer service representative 5, the window service terminal 60 outputs a confirmation signal to the management device 30.

  Then, the management device 30 refers to the lookup table in the customer service representative database 36, generates a customer call screen 120 as shown in FIG. 7, and outputs it to the waiting display device 40. In step S33, the waiting display device 40 displays the customer call screen 120. On the customer call screen 120, a call number 121 and a window number 122 are displayed as shown in FIG. In step S <b> 34, the management device 30 outputs a calling voice message signal to the speaker 41 of the waiting display device 40. In step S <b> 35, the waiting display device 40 emits the calling voice message from the speaker 41. For example, the waiting display device 40 receives a call voice message signal from the management device 30 saying, “I'm very sorry to have kept you waiting. The call voice message is emitted from the speaker 41.

  In step S36, the management device 30 inquires the customer waiting time data and the lookup table of the customer service representative database 36, generates a customer seating confirmation screen 200 as shown in FIG. To display. Specifically, on the customer seating confirmation screen 200, as shown in FIG. 18, a call number 201, a customer waiting time 202, a nominated person name 203, a memo 204, a “sitting” button 205, and “absence” "Button 206 is displayed. When the “sitting” button 205 is touched by the customer service representative 5, the customer service terminal 60 outputs a seating signal to the management device 30.

  The management device 30 generates seating time data from the time when the seating signal is received, and adds the seating time data to the look-up table of the customer database 37 corresponding to the call number data. And the management apparatus 30 inquires the lookup table of the customer database 37, produces | generates the customer service screen 210 as shown in FIG. Then, the customer service terminal 60 displays the customer service screen 210 on the touch panel. Specifically, as shown in FIG. 19, the customer service screen 210 includes a call number 211, a customer waiting time 212, a reception start time (sitting time) 213, a designated person in charge name 214, a memo 215, “ An “End” button 216 is displayed. The management device 30 may add the seating time data corresponding to the customer service representative to the lookup table of the customer service database 36 to manage the results of the customer service representative.

  In addition, in the customer seating confirmation screen 200 as shown in FIG. 18, when the “absence” button 206 is touched by the customer service representative 5, the customer service terminal 60 outputs a call request signal to the management device 30 again. Then, the waiting display device 40 is called again.

  When the “end” button 216 is touched by the customer service representative 5 on the customer service screen 210 shown in FIG. 19, the management device 30 queries, for example, a lookup table in the customer representative database 36 and again The operation screen 180 shown in FIG. 16 is displayed on the touch panel of the window customer service terminal 60. Then, the customer service representative 5 calls the next customer 3 to perform customer service in the same manner.

  As described above, in the waiting order management system 1, the customer service representative 5 can call the customer 3 to perform customer service. Therefore, according to the waiting order management system 1, the management device 30 selects the customer service representative 5 having a requirement item that can be matched with the requirement item selected by the customer 3 and determines the waiting order. 3 can provide high-quality services and improve service efficiency.

  Next, in the waiting order management system 1, a series of procedures until the customer service representative 5 requests customer support when the customer service representative 5 contacts the customer 3 will be described with reference to FIG. 20.

  In step S40, when the “menu” button (not shown) of the main body of the window customer service terminal 60 is touched by the window customer service staff 5, the window customer service terminal 60 displays the screen on any screen described above. On the top, a menu 220 as shown in FIG. 16 is displayed. Specifically, as shown in FIG. 16, the menu 220 includes a “support request” button 221 for requesting support from other customer service personnel, and a notification that the management apparatus 30 is to be away from the window 8. A “seat” button 222 and a “logout” button 223 for logging out are displayed. When the “request for assistance” button 221 is touched by the customer service representative 5, the customer service terminal 60 outputs a support request signal and window number data to the management device 30.

  In step S <b> 41, when the support request signal and the window number data are input from the window service terminal 60, the management apparatus 30 generates a support request notification and all of the floor service terminals 50 and / or other window service terminals 60. Or output to a part.

  As described above, in the waiting order management system 1, when the customer service representative 5 is serving the customer 3, it is possible to request assistance from other customer service representatives. Therefore, according to the waiting order management system 1, for example, the other customer service representative 5 and the other customer service staff 7 quickly reach the customer service representative 5 and the customer service staff 7 who need support. Can go to support. Therefore, according to the waiting order management system 1, a high-quality service can be provided to the customer 3, and the efficiency of the service can be improved.

  Next, in the waiting order management system 1, a series of procedures for confirming the waiting order at the customer terminal 70 possessed by the customer 3 will be described.

  As shown in FIGS. 4A and 4B, the customer terminal 70 reads the first QR code 4c printed on the issued ticket 4 with the built-in camera 71, decodes it, and waits. The URL of the status confirmation Web page is generated. Then, the customer terminal 70 accesses the waiting status confirmation Web page on the Internet via the packet switching network. This waiting status confirmation Web page is opened on, for example, a server in a service provider contracted by the management device 30 or the store 2, and the management device 30 refers to a lookup table in the customer service representative database 36, and A congestion status display screen 230 as shown in FIG. 4B is displayed on the waiting status confirmation Web page. Specifically, as shown in FIG. 4B, the congestion status display screen 230 displays the store name 231, the ticket issue date 232, the waiting number 233 for each category, and the waiting number 234 for the entire store 2. The Then, the customer terminal 70 accesses the URL and displays the congestion status display screen 230.

  As described above, the waiting order management system 1 can confirm the waiting order on the customer terminal 70 possessed by the customer 3. Therefore, according to the waiting order management system 1, the customer 3 does not necessarily have to wait in the store 2, but can freely spend time such as going out during the waiting time.

  Next, a series of procedures for registering the call notification mail to be transmitted to the customer terminal 70 owned by the customer 3 in the waiting order management system 1 will be described.

  The customer terminal 70 reads and decodes the second QR code 4d printed on the issued ticket 4 with the built-in camera 71, decodes it, the URL of the mail notification registration Web page, the store ID, the call number, and the ticket issue. Generate a query string with date and time set. Then, the customer terminal 70 accesses the mail notification registration Web page on the Internet via the packet switching network. This e-mail notification registration web page is also opened, for example, on a server in a service provider contracted by the management device 30 or the store 2, and the management device 30 sends the transmitted query string, that is, the store ID and the call number. Based on the ticketing date and time, a call notification mail registration screen 240 as shown in FIG. Specifically, as shown in FIG. 4C, a store name 241 and a “call notification mail registration” button 242 are displayed on the call notification mail registration screen 240.

  Then, when the “call notification mail registration” button 242 on which the customer 3 possessing the customer terminal 70 is displayed is clicked, the customer terminal 70 transmits a blank mail to the management device 30 and manages the email address of the customer terminal 70. It is stored in the device 30. Then, the management device 30 transmits a call notification mail to the customer terminal 70 when the remaining number of waiting persons reaches a predetermined number such as one or three.

  As described above, the waiting order management system 1 can transmit a call notification mail to the customer terminal 70 possessed by the customer 3. Therefore, according to the waiting order management system 1, the customer 3 does not necessarily have to wait in the store 2, but can freely spend time such as going out during the waiting time.

  Note that the waiting order management system 1 can be used in, for example, a hospital, a dispensing pharmacy, a beauty salon, a barber shop, a bank, a post office, a government office, etc., in addition to a mobile phone store. For example, in the case of a hospital, the requirement items that can be selected by the customer 3 and the corresponding requirement items that can be dealt with by the hospital staff are the initial examination reception, the reexamination reception, the hospitalization reception, the emergency patient reception, the examination reception, and the accounting. In the case of banks, deposit / withdrawal, currency exchange, periodical deposit, new account creation, tax payment, financing, etc. Even in such a case, the waiting order management system 1 has the reception terminal 10 for each hospital-related person or bank employee (the window service person in charge 5) that the management apparatus 30 has the window service terminal 60 and operates at the window 8. Among the requirement items displayed in the above, by managing the requirement items that can be handled by the customer service database 36, the hospital personnel having the requirement items that match the requirement items selected by the customer 3 Alternatively, a bank clerk can be selected and the waiting order can be determined, so that a high quality service can be provided to the customer 3 and the efficiency of the service can be improved.

  Furthermore, the waiting order management system 1 arranges hospital staff and bank staff (floor staff 7) who have the floor service terminal 50 on the floor 6, and these hospital staff and bank staff serve the waiting time of the customer 3. In the middle, by inputting in advance the request of the customer 3 that has been heard in advance from the customer 3 to the floor customer service terminal 50, for example, the hospital staff and bankers at the window look at the sub-requirement items and the requirements of the customer 3 in advance Since the customer 3 can be served while grasping the details in detail, it is possible to provide a quicker and higher quality service. Of course, the waiting order management system 1 requests assistance from other customer service representatives, confirms the waiting order on the waiting status confirmation Web page, and sends a call notification mail to the customer terminal 70 possessed by the customer 3. Can also be sent.

1 Waiting order management system, 2 stores, 2a entrance, 3 customers, 4 tickets, 4c 1st QR code, 4d 2nd QR code, 4e store information, 5 customer service representative, 6 floor, 7 floor customer service representative , 8 counter, 10 reception terminal, 11 touch panel, 12 speaker, 20 ticketing machine, 30 management device, 31 processor, 32 memory, 33 hard disk, 34 I / O interface, 35 communication interface, 36 customer service database, 37 customer database , 40 Waiting display, 41 Speaker, 50 floor customer service terminal, 60 window customer service terminal, 70 customer terminal, 71 camera,

Claims (16)

A requirement item selectable by the customer is displayed, and a reception terminal from which the requirement item is selected by the customer;
When the requirement item is selected at the reception terminal, a ticket issuing machine that prints a call number for each customer and issues a ticket;
For each first customer service representative, the first customer service representative has a database for managing compatible requirement items that can be handled among the requirement items displayed on the reception terminal, and the reception terminal and the ticket issuing machine Connected and managed by associating and managing the selected requirement item and the call number, and selecting a first customer service representative having a corresponding requirement item that matches the selected requirement item and determining the waiting order A management device;
A waiting order management system comprising: notification means for notifying the waiting order of the selected requirement item by a call number associated with the selected requirement item. A first customer service terminal connected to the management device and used when the first customer service representative performs customer service;
The first customer service terminal has a seating notification means for notifying the management device of a seating notification indicating that the first customer service representative is seated.
The management apparatus selects a first customer service representative who matches the selected requirement item from the first customer service representatives notified of the seating notification from the first customer service terminal. 1. The waiting order management system according to 1. A second customer service terminal connected to the management device and used when a second customer service representative performs customer service;
The second customer service terminal has a sub-requirement item input means capable of inputting a sub-requirement item added to the requirement item,
The waiting order management system according to claim 2, wherein the management device outputs the sub-requirement item to the first customer service terminal.   The first customer terminal and / or the second customer terminal includes support request means for notifying a support request notification requesting support from another first customer terminal and / or another second customer terminal. The waiting order management system according to claim 2 or 3.   2. The ticket is further printed with a two-dimensional code of an address for confirming the waiting order by the customer terminal of the customer and / or an address for receiving a call notification. The waiting order management system according to claim 4. Number management means for associating and managing the requirement item selected by the customer at the reception terminal displaying the requirement item selectable by the customer and the calling number for each customer printed on the ticket issued by the ticketing machine; ,
A requirement management means for managing an applicable requirement item that can be handled among the requirement items displayed on the reception terminal by the first customer service representative for each first customer service representative;
A selection deciding means for selecting a first customer service representative having an available requirement item that matches the selected requirement item and determining a waiting order;
A management apparatus comprising: a waiting order output means for notifying a notice means of a waiting order of the selected requirement item by a call number associated with the selected requirement item.   The selection deciding means is a first customer who is notified of a seating notification indicating that the first customer servicer is in a seated state from the first customer service terminal used when the first customer servicer is serving customers. The management apparatus according to claim 6, wherein a first customer service representative who matches the selected requirement item is selected from those in charge.   Sub-requirement item that outputs the sub-requirement item to the first customer service terminal when the sub-requirement item to be added to the requirement item is input from the second customer service terminal used when the second customer service representative performs customer service The management apparatus according to claim 7, further comprising an output unit.   When a support request notification requesting support is notified from the first customer terminal and / or the second customer terminal, the support request notification is notified to another first customer terminal and / or another second customer terminal. The management apparatus according to claim 7, further comprising support notification means.   It further comprises two-dimensional code issuing means for issuing an address for confirming the waiting order and / or an address for receiving a call notification printed on the ticket by the customer terminal of the customer. The management apparatus according to claim 6, wherein the management apparatus is characterized in that: The number management means associates the requirement item selected by the customer with the call number for each customer printed on the ticket issued by the ticket issuing machine at the reception terminal displaying the requirement item selectable by the customer. Manage
The requirement management means manages the corresponding requirement items that can be handled among the requirement items displayed on the reception terminal by the first customer contact person for each first customer contact person,
The selection deciding means selects the first customer service representative having the corresponding requirement item that matches the selected requirement item, determines the waiting order,
A waiting order management method, wherein the waiting order output means causes the notifying means to notify the waiting order of the selected requirement item by a call number associated with the selected requirement item.   The selection deciding means is a first customer who is notified of a seating notification indicating that the first customer servicer is in a seated state from the first customer service terminal used when the first customer servicer is serving customers. The waiting order management method according to claim 11, wherein a first customer service representative who matches the selected requirement item is selected from the staff members.   When the sub-requirement item output means receives the sub-requirement item added to the requirement item from the second customer service terminal used when the second customer service representative performs customer service, the sub-requirement item is sent to the first customer service. 13. The waiting order management method according to claim 12, wherein the waiting order management method outputs to a terminal.   When the support notification means is notified of the support request for requesting support from the first service terminal and / or the second service terminal, the support notification means sends the support request notification to another first service terminal and / or another second service terminal. 14. The waiting order management method according to claim 12, wherein notification is made to the customer service terminal.   The two-dimensional code issuing means issues a two-dimensional code of an address printed on the ticket for confirming the waiting order by the customer terminal of the customer and / or an address for receiving a call notification. The waiting order management method according to any one of claims 11 to 14.   A waiting order management program for causing a computer to execute any of the waiting order management methods according to claim 11.

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