Final answer:
Larger capacity cushions are crucial in front offices because they help to accommodate more customers and reduce their waiting times, thereby enhancing the overall customer experience particularly where fast service is expected.
Step-by-step explanation:
Larger capacity cushions are particularly vital for front office processes where fast service times are expected by customers because they play a critical role in enhancing the customer service experience. Larger capacity cushions allow for the accommodation of a larger number of customers, which in turn helps to reduce waiting times for each individual. By implementing these cushions, organizations can ensure a more efficient flow of service, thus directly impacting and enhancing the overall customer experience.
An example of this in action is the situation at Gavi's Fast Food Restaurant where the lunch-hour manager listened to customer complaints about confusing line-ups and resolved it by introducing floor markings. These changes led to improved efficiency during high traffic periods by effectively serving a larger number of customers without causing confusion or increased wait times. As a consequence, both customers and customer service clerks reported a more positive experience.
Considering customer service and overall satisfaction, it's significant to take into account the environment's capacity regarding physical space and service capabilities. This ensures that not only physical space is maximized for holding customers, but service efficiency and response times are also optimized.