Frontline employees are able to manage customer expectations in a variety of situations. Hear examples of times when these skills are applicable. Identify opportunities to manage expectations with your customers. Use an Expectations Management worksheet to document specific situations where you can use the skills gained in this course to help customers avoid any unpleasant surprises.
- In this video, I wanna help you identify situations where you can manage your customers' expectations, and help them avoid unpleasant surprises. Later on in the course, I'll share some specific tips for handling these situations. You might wanna start by pausing this video so you can download the Expectation Management Situations Worksheet. I'm gonna give you a list of examples where you might be able to manage your customers' expectations. If the example applies to you, you can write it down on the worksheet, or just use a piece of paper.
At the end of this video, I'll also encourage you to think of some situations that weren't included in my examples. Let's start with response time, or: Turnaround Time. Here are a few examples: Response time is how long something takes, for example, you can help customers set expectations for how long an order will take to process, how long a service appointment might last, or how quickly they might receive a response to an email. Processes are another common opportunity to manage customer expectations.
You can help customers understand the answers to key questions such as: "What will a process be like?", "Is there anything unusual I need to know?", Or, "Is there anything I should do to prepare for a service appointment, or other interaction?" You could also let your customers know about important policies your company has, especially if these policies might be different than what they normally expect. For example: a hospital. Might let a patient going in for surgery know that only one family member is allowed to visit her in the post-op recovery room.
An insurance agent might point out key items that are typically excluded from an automobile policy. Or a convention center might let an event planner know the latest date he can cancel an event and still get a refund. That brings us to fees, and fees are always a category where it's important to manage expectations so customers don't get blindsided by unexpected expenses. A reservations agent for a resort hotel might tell guests about a resort fee upfront, so they aren't surprised when they see the fee on their bill.
A bank might point out a common fee to customers opening new accounts, so they can try to avoid them. Or a rental car company might highlight taxes and fees that are added to the cost of the rental car so customers aren't shocked by the total bill. Finally, there may be some aspects of your product or service that are completely out of your control. It's still a good idea to prepare customers for these possibilities. For example, a florist might educate a customer on flowers that are out of season, so she won't be disappointed by limited availability.
A furniture sales rep might warn a customer that the delivery company only brings some items into the house, so they can better prepare for the delivery. Or an importer might warn a wholesale customer that shipments can sometimes get delayed in customs, and there's no way to expedite them when that happens. These are just a few of many examples, and some may, or may not apply to you. I recommend taking some time now to identify specific opportunities where you can influence your customers' expectations.
This will help you better prepare to help your customers in those situations.