From the course: Customer Service: Managing Customer Expectations
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Educate customers on what to expect
From the course: Customer Service: Managing Customer Expectations
Educate customers on what to expect
- 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 going to give you some examples of situations when we need to give our customers some additional information in order to manage expectations. 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…
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