This online video focuses on unusual situations where customers may become confused. An example is a new customer who is not aware of your company's specific policies or procedures. Guide customers through these scenarios to help them feel comfortable and confident in your company and your customer service. Help customers develop appropriate expectations so they will not be disappointed.
- There are times when we know a product or process backwards and forwards, but it might seem a little unusual to our customers, or perhaps we're changing the way we do things, and we need to let our customers know that things will be different. In these situations, we need to educate our customers on what to expect. In this video, I'm gonna give you some examples of situations when we need to give our customers some additional information in order to manage expectations. See if you can think of some similar situations where you need to do the same for your customers.
We can start with new customers. They're new to our company, or perhaps a product, or service, so there might be a lot they don't know. There are many different ways where we can help new customers establish appropriate expectations. We might have to explain certain processes. A server in a fancy restaurant might need to explain that the menu is a la carte, and side items need to be ordered separately. A tire store employee may need to explain that an alignment is not included in the purchase of a new set of tires, but can be added for an additional charge.
A receptionist at a doctor's office might need to explain some of the paperwork that new patients need to fill out before their first visit. This would let patients know to allow some extra time for their initial appointment. We can also help make complicated procedures easier for new customers. For example, a bank employee might provide a customer with verbal and written instructions on how to complete new account forms, so the customer knows what to expect. She might even highlight the areas where the forms need to be filled out and signed, and share her contact information, so the customer can call with any questions.
We might also need to educate existing customers if something changes. For example, a company made some upgrades to their billing system. These changes were mostly on the back end, but it did impact the way information was presented on the customer's bill. The company educated customer on the change by sending several notices via email, they also shared a notice when customers sign into their account, and friendly customer service reps mention the billing change whenever customers called. I also saw a good example of change management when my local veterinarian moved to a new office.
The vet sent notices to all of his customers via mail and email. They put up a sign at the old location and shared the new address. Most important, employees at the vet's office started telling customers about the upcoming move a few months before it happened. They handed out maps and shared tips on the best place to park at the new office. Okay, these are just a few examples of situations where you might have to educate your customers. so their expectations are in the right place. Now, I encourage you to take a moment to identify some situations where your customers might need a little extra education.
You might want to download the customer education worksheet to help you out.