{"id":648,"date":"2024-11-20T20:36:33","date_gmt":"2024-11-20T19:36:33","guid":{"rendered":"https:\/\/www.onestone.be\/blog\/?p=648"},"modified":"2025-04-10T14:48:42","modified_gmt":"2025-04-10T12:48:42","slug":"hoe-lang-willen-klanten-wachten","status":"publish","type":"post","link":"https:\/\/www.onestone.be\/blog\/hoe-lang-willen-klanten-wachten\/","title":{"rendered":"Hoe lang willen klanten wachten?"},"content":{"rendered":"<div  class='avia-slideshow av-m4hfm08x-3a5f27762c0fae385aaedd13affc28a5 avia-slideshow-featured av_slideshow avia-slide-slider  avia-builder-el-0  el_before_av_one_full  avia-builder-el-first  kj-header-blog invalid-custom-class-found av-slideshow-ui av-control-default av-slideshow-manual av-loop-once av-loop-manual-endless av-default-height-applied avia-slideshow-1' data-slideshow-options=\"{&quot;animation&quot;:&quot;slide&quot;,&quot;autoplay&quot;:false,&quot;loop_autoplay&quot;:&quot;once&quot;,&quot;interval&quot;:5,&quot;loop_manual&quot;:&quot;manual-endless&quot;,&quot;autoplay_stopper&quot;:false,&quot;noNavigation&quot;:false,&quot;bg_slider&quot;:false,&quot;keep_padding&quot;:false,&quot;hoverpause&quot;:false,&quot;show_slide_delay&quot;:0}\"  itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><ul class='avia-slideshow-inner ' style='padding-bottom: 28.621659634318%;'><li  class='avia-slideshow-slide av-m4hfm08x-3a5f27762c0fae385aaedd13affc28a5__0  av-single-slide slide-1 slide-odd'><div data-rel='slideshow-1' class='avia-slide-wrap '   ><img decoding=\"async\" fetchpriority=\"high\" class=\"wp-image-649 avia-img-lazy-loading-not-649\"  src=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/12\/Wachten.webp\" width=\"1422\" height=\"407\" title='Wachtende-klanten' alt=''  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/12\/Wachten.webp 1422w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/12\/Wachten-300x86.webp 300w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/12\/Wachten-1030x295.webp 1030w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/12\/Wachten-768x220.webp 768w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/12\/Wachten-705x202.webp 705w\" sizes=\"(max-width: 1422px) 100vw, 1422px\" \/><\/div><\/li><\/ul><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1iwha0-ea16abb0ba8dce5dd9b8ad982f05361c\">\n#top .flex_column.av-1iwha0-ea16abb0ba8dce5dd9b8ad982f05361c{\nmargin-top:-70px;\n}\n.flex_column.av-1iwha0-ea16abb0ba8dce5dd9b8ad982f05361c{\nborder-radius:10px 10px 10px 10px;\npadding:25px 25px 25px 25px;\nbackground:url(https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/beeldmerk-onestone-1.svg) 100% 100% no-repeat scroll #174a60;\n}\n.responsive #top #wrap_all .flex_column.av-1iwha0-ea16abb0ba8dce5dd9b8ad982f05361c{\nmargin-top:-70px;\n}\n<\/style>\n<div  class='flex_column av-1iwha0-ea16abb0ba8dce5dd9b8ad982f05361c av_one_full  avia-builder-el-1  el_after_av_slideshow  el_before_av_one_full  kj-intro-blog first flex_column_div  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m4hf77bm-9cfd4511aa35c716311d59519b010ed1\">\n#top .av_textblock_section.av-m4hf77bm-9cfd4511aa35c716311d59519b010ed1 .avia_textblock{\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-m4hf77bm-9cfd4511aa35c716311d59519b010ed1 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h1>Hoe lang willen klanten wachten?<\/h1>\n<p class=\"p1\">Veel bedrijven vragen zich af: <i>hoe lang willen klanten wachten?<\/i> Ze gaan er vaak vanuit dat klanten geen geduld hebben. Dit zie je terug in een veelgebruikte KPI: klanten sneller helpen. Klanten willen inderdaad niet te lang wachten, maar eigenlijk wachten ze niet op jouw dienst, product of oplossing. Ze wachten op het begin van <i>hun<\/i> proces.<!--more--><\/p>\n<\/div><\/section><\/div><div  class='flex_column av-1fvqxc-0f18f122e42dbf18f11542c2d833a86c av_one_full  avia-builder-el-3  el_after_av_one_full  el_before_av_one_third  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-m4hf8dw7-f3b90658b55648c956c531b474076907 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2 class=\"p1\">Hoe lang klanten willen wachten hangt af van jouw service<b><\/b><\/h2>\n<p class=\"p1\">Wist je dat de gemeten wachttijd vaak niet overeenkomt met hoe klanten die wachttijd beleven? Uit onderzoek blijkt dat de perceptie van wachttijd vooral afhankelijk is van het eindresultaat. Als de klant een uitstekende service ontvangt, lijkt de wachttijd ineens onbelangrijk. Maar is de service ondermaats? Dan voelt zelfs een korte wachttijd eindeloos. Dit betekent dat hoe lang klanten willen wachten, niet alleen te maken heeft met tijd, maar vooral met hoe ze zich voelen na afloop.<\/p>\n<h2 class=\"p1\">Twee soorten wachttijden: pre-proces en in-proces<b><\/b><\/h2>\n<p class=\"p1\">Hoe lang klanten willen wachten, hangt ook af van het type wachttijd. Klanten ervaren wachttijd op twee manieren: <i>pre-proces wachten<\/i> en <i>in-proces wachten<\/i>. Het verschil tussen deze twee is cruciaal, omdat klanten ze heel anders beleven.<\/p>\n<ul>\n<li class=\"p2\"><b>Pre-proces wachten<\/b> gebeurt voordat de klant wordt erkend. In deze fase voelt hij zich vaak genegeerd. Voor de klant lijkt het alsof hij in een zwart gat zit.<\/li>\n<li class=\"p2\"><strong>In-proces wachten <\/strong>begint zodra de klant weet dat zijn verzoek in behandeling is. Hij heeft zekerheid dat er aan zijn vraag wordt gewerkt.<\/li>\n<\/ul>\n<p class=\"p1\">Bij pre-proces wachten raakt de klant snel gefrustreerd. Stel dat hij in de rij staat en geen enkele medewerker hem aankijkt. Hij weet niet hoe lang het gaat duren en twijfelt zelfs of hij is opgemerkt. Dit veroorzaakt onzekerheid en ontevredenheid.<\/p>\n<p class=\"p1\">In-proces wachten voelt voor klanten veel beter. Zodra een medewerker bijvoorbeeld zegt: \u201cIk kom zo bij u,\u201d weet de klant dat zijn verzoek wordt opgepakt. Wachten tijdens een proces\u2014zoals bij een autoreparatie\u2014kan zelfs acceptabel zijn, zolang de wachttijd redelijk blijft en de klant precies weet wat hij kan verwachten. Moet hij echter zes maanden wachten om zijn banden te vervangen? Dan is zijn geduld snel op.<\/p>\n<h2 class=\"p1\">Hoe voorkom je dat klanten wachttijd als te lang ervaren?<b><\/b><\/h2>\n<p class=\"p1\">Wil je weten hoe je voorkomt dat klanten wachten als te lang ervaren? Gebruik deze drie praktische tips:<\/p>\n<ol>\n<li class=\"p2\"><b>Erken je klant direct.<\/b> Laat meteen merken dat je hem hebt gezien en dat je aan zijn vraag werkt. Dit moet persoonlijk gebeuren; een automatische reactie is niet genoeg.<\/li>\n<li class=\"p2\"><b>Geef duidelijkheid.<\/b> Informeer de klant over hoe lang hij moet wachten en wat hij precies kan verwachten.<\/li>\n<li class=\"p2\"><b>Houd de wachttijd redelijk.<\/b> Zorg ervoor dat de wachttijd haalbaar en acceptabel blijft.<\/li>\n<\/ol>\n<h2 class=\"p1\">Conclusie: Hoe lang willen klanten wachten? Het antwoord ligt bij jou<b><\/b><\/h2>\n<p class=\"p1\">Klanten willen niet per se een proces dat razendsnel gaat. Wat ze \u00e9cht willen, is een gevoel van erkenning, duidelijkheid en redelijke verwachtingen. Door direct contact te maken, transparant te zijn en een haalbare wachttijd te bieden, zorg je ervoor dat klanten het wachten nauwelijks als een probleem ervaren. Hoe lang willen klanten wachten? Zolang het proces goed verloopt en jouw service top is, maakt die wachttijd veel minder uit.<\/p>\n<\/div><\/section><\/div><div class='flex_column_table av-1850z4-0d48ee2a7ded52a8662c089734b07203 sc-av_one_third av-equal-height-column-flextable'>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1850z4-0d48ee2a7ded52a8662c089734b07203\">\n#top .flex_column_table.av-equal-height-column-flextable.av-1850z4-0d48ee2a7ded52a8662c089734b07203{\nmargin-bottom:40px;\n}\n<\/style>\n<div  class='flex_column av-1850z4-0d48ee2a7ded52a8662c089734b07203 av_one_third  avia-builder-el-5  el_after_av_one_full  el_before_av_three_fifth  first flex_column_table_cell av-equal-height-column av-align-middle  column-top-margin'     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m4hf9dwl-d88f234c2cab8973d7603e3f48188efc\">\n.avia-image-container.av-m4hf9dwl-d88f234c2cab8973d7603e3f48188efc img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-m4hf9dwl-d88f234c2cab8973d7603e3f48188efc .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-m4hf9dwl-d88f234c2cab8973d7603e3f48188efc av-styling-circle avia-align-center  avia-builder-el-6  avia-builder-el-no-sibling '   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-501 avia-img-lazy-loading-not-501 avia_image ' src=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-300x300.jpg\" alt='' title='anton-van-biesen-close-up'  height=\"300\" width=\"300\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-300x300.jpg 300w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-80x80.jpg 80w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-768x768.jpg 768w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-36x36.jpg 36w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-180x180.jpg 180w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up-705x705.jpg 705w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/anton-van-biesen-close-up.jpg 800w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/div><\/div><\/div><\/p>\n<div class='av-flex-placeholder'><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-11jng8-44a66ec6fd771617b941d21e492c2c50\">\n#top .flex_column_table.av-equal-height-column-flextable.av-11jng8-44a66ec6fd771617b941d21e492c2c50{\nmargin-bottom:40px;\n}\n<\/style>\n<div  class='flex_column av-11jng8-44a66ec6fd771617b941d21e492c2c50 av_three_fifth  avia-builder-el-7  el_after_av_one_third  el_before_av_one_full  flex_column_table_cell av-equal-height-column av-align-middle  column-top-margin'     ><section  class='av_textblock_section av-m4hfapkv-4ed651e195365b3c44aee7d476af0781 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><blockquote>\n<p>Geschreven door Anton Van Biesen<\/p>\n<p>Customer strategy expert @Onestone<\/p>\n<\/blockquote>\n<p>Effici\u00ebntie gecombineerd met menselijkheid is het ideale recept om extreem klantvriendelijk te zijn. Ik help jouw team daar graag bij.<\/p>\n<\/div><\/section><\/div><\/div><!--close column table wrapper. Autoclose: 1 -->\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-x1cuw-4fab30152f86e51b44cea33978605661\">\n.flex_column.av-x1cuw-4fab30152f86e51b44cea33978605661{\nborder-radius:10px 10px 10px 10px;\npadding:35px 25px 15px 25px;\nbackground:url(https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/beeldmerk-onestone-wit-2.svg) 100% 0% no-repeat scroll #d84d0c;\n}\n<\/style>\n<div  class='flex_column av-x1cuw-4fab30152f86e51b44cea33978605661 av_one_full  avia-builder-el-9  el_after_av_three_fifth  avia-builder-el-last  first flex_column_div avia-full-stretch  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-rhtzk-d7b3d97ba5ced8ad4b8b5ccf39d5213b\">\n#top .av_textblock_section.av-rhtzk-d7b3d97ba5ced8ad4b8b5ccf39d5213b .avia_textblock{\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-rhtzk-d7b3d97ba5ced8ad4b8b5ccf39d5213b '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h3 style=\"text-align: center;\">Op de hoogte blijven?<\/h3>\n<p style=\"text-align: center;\">Benieuwd naar meer artikelen, expertinzichten of updates van Onestone<\/p>\n<p style=\"text-align: center;\">Volg ons dan op Social Media.<\/p>\n<\/div><\/section><br \/>\n<div  class='avia-buttonrow-wrap av-kqwm8-5608ce36c903bf051c0791a77fa9c33a avia-buttonrow-center  avia-builder-el-11  el_after_av_textblock  avia-builder-el-last '>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-dbztk-49866db8cc077985f83bfd4e39aac3e2\">\n#top #wrap_all .avia-button.av-dbztk-49866db8cc077985f83bfd4e39aac3e2{\nfont-size:18px;\nborder-radius:25px 25px 25px 25px;\nbox-shadow:none;\ntransition:all 0.4s ease-in-out;\npadding:10px 13px 10px 13px;\nmargin-bottom:30px;\nmargin-right:15px;\nmargin-left:15px;\n}\n#top #wrap_all .avia-button.av-dbztk-49866db8cc077985f83bfd4e39aac3e2:hover .avia_button_background{\nborder-radius:25px 25px 25px 25px;\n}\n<\/style>\n<a href='https:\/\/www.linkedin.com\/company\/one-stone-nv\/'  class='avia-button av-dbztk-49866db8cc077985f83bfd4e39aac3e2 avia-icon_select-yes-left-icon avia-size-small av-button-notext avia-color-light'  target=\"_blank\"  rel=\"noopener noreferrer\"  ><span class='avia_button_icon avia_button_icon_left avia-iconfont avia-font-entypo-fontello' data-av_icon='\ue8fc' data-av_iconfont='entypo-fontello' ><\/span><span class='avia_iconbox_title' ><\/span><\/a>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-728i8-3a0a8ff34f6af5e47c4d089f9d2e7a32\">\n#top #wrap_all .avia-button.av-728i8-3a0a8ff34f6af5e47c4d089f9d2e7a32{\nfont-size:18px;\nborder-radius:25px 25px 25px 25px;\nbox-shadow:none;\ntransition:all 0.4s ease-in-out;\npadding:10px 13px 10px 13px;\nmargin-bottom:30px;\nmargin-right:15px;\nmargin-left:15px;\n}\n#top #wrap_all .avia-button.av-728i8-3a0a8ff34f6af5e47c4d089f9d2e7a32:hover .avia_button_background{\nborder-radius:25px 25px 25px 25px;\n}\n<\/style>\n<a href='https:\/\/twitter.com\/Onestone_says'  class='avia-button av-728i8-3a0a8ff34f6af5e47c4d089f9d2e7a32 avia-icon_select-yes-left-icon avia-size-small av-button-notext avia-color-light'  target=\"_blank\"  rel=\"noopener noreferrer\"  ><span class='avia_button_icon avia_button_icon_left avia-iconfont avia-font-entypo-fontello' data-av_icon='\ue932' data-av_iconfont='entypo-fontello' ><\/span><span class='avia_iconbox_title' ><\/span><\/a>\n<\/div><\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Tegenwoordig moet alles altijd maar sneller. Klanten hebben geen geduld meer. Maar is dat wel zo? Hoe lang wil een klant eigenlijk wachten? In dit artikel lees je het. <\/p>\n","protected":false},"author":23,"featured_media":649,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[18,33,13,28,32],"class_list":["post-648","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-strategie","tag-communicatie","tag-inzicht","tag-klanttevredenheid","tag-loyale-klanten","tag-wachten"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Hoe lang willen klanten wachten? - Onestone<\/title>\n<meta name=\"description\" content=\"Klanten willen lang wachten als ze middenin het proces zitten en ze weten wat ze kunnen verwachten. 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