Customer Service Success

When clients and partners are contacting us it is usually because they are having trouble in the moment.  They want to be able to complete what they are doing now.  Unfortunately, depending on what the issue is, that is not always possible.  Helping customers set appropriate expectations can help them avoid unexpected surprises.  Here are a few techniques you can use to manage a customer’s expectation.

1. Explain processes and procedures.  Explain service processes to customers so they know what to expect.  This includes providing an overview of what will happen and approximately how long it will take.  For example, a client may contact you needing a customized report.  This is a Tier 2 request.  To fulfill their request you will need to escalate the case to a Tier 2 team member and they should be able to complete the request in 48 hours.
2. Give worst-case scenarios.  Avoid giving a range of best-and worst-case scenarios to customers, such as saying we will complete their request in 24-48 hours.  The customer may only hear the best-case (24 hours) and could be disappointed if it actually took 48 hours.  Instead, give them the worst-case scenario by saying it can take up to 48 hours.  That way, the customer’s expectations will be met if it comes in 48 hours and they will be exceeded it if comes in 24 hours.
3. Provide specific time estimates.  Customers may interpret ambiguous terms like “right away” or “very soon” differently than you intended.  Try to provide specific time frame, such as “in an hour” or “tomorrow by 8 a.m.”
4. Tell the truth.  Be honest when giving customers bad news.  They may be upset, but they will be upset and feel misled if they find out the bad news later.  If you are unsure of when their problem will be resolved, perhaps it is a bug in the software, let the customer know that you will find out and let them know by a certain day and time.

The common theme here is helping your customer avoid unpleasant surprises.