Managing Great Customer Expectations
A few weeks ago I was telling you about the sweet deal I got for my local phone service from Primus. Yeah, $10 cheaper than Bell every month. Well, it works great. I can’t tell the difference from my old service.
As mentioned, there were a few oddities in signing over to the service. However, for the most part the service from the rep was excellent. A few weeks later, the phone line switched over and so I had to setup my new voice mail as instructed. This was pretty easy to do, but I can see that it would be yet another point in the process where there’s huge potential to frustrate the customer to no end. You see, the new voice mail phone number is different from the old one. I mean, sure, I figured this out pretty easily, but I can just imagine the number of people still calling their old voice mail (as I had been doing). Little confusions like this leaves you wondering who’s at fault. It’s the customer of course, they have to figure it out. These small details need to be conveyed to your customers so that they know what to expect when it happens.
Every time there’s a hiccup between what the customer expects (switch with no effort) and what actually happens (you have to change your voice mail number) there’s a chance you’ll taint your customer experience for the worse.
Tags: customer-expectations, customer-experience, Bell, Primus
Recent Comments