From the course: Managing Customer Expectations for Managers

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Reinforce expectations

Reinforce expectations

From the course: Managing Customer Expectations for Managers

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Reinforce expectations

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- One of the best ways to manage customer expectations is to consistently repeat key messages through a variety of formats. Let me give you an example. Imagine a mechanic provides customers with a free car wash with every service appointment. Customers appreciate this value-added service, but they don't always realize it can add 15 minutes to the service appointment. If you manage customer service for that auto repair shop, what are some of the ways you could prevent customers from being surprised by the extra 15 minutes it takes to wash their car? Here are a few options. You could let customers know about the car wash on your website, while carefully pointing out that it takes just 15 extra minutes. You could reinforce this message when customers made an appointment either over the phone or through an automated system. You could even give customers the option of declining the car wash if they were in a hurry and wanted to save some time. When customers checked in for their service…

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