Anticipating the service needs of your customers isn't as hard as it may seem. The time when it is the hardest is when you are going to make any type of change that affects the old way of doing business.
As always ongoing communication and answering of questions is the key.
One thing that should be done is to have an online place on your Web site that explains everything in detail of what you're doing, how it will affect the customer and what they need to do to adapt to the changes.
This, more than anything helps to take the pressure off of your staff or call center if you use them for customer service.
Not too long ago when the USDA discontinued its tobacco allotment program, they knew there would be a ton of people sending emails and calling in to get the information about it.
What they did was to update their online database with all the changes and how it would affect the regional farmers and it circumvented a huge customer service problem.
This should be the way large changes are handled. Anticipate that customers will deluge you with calls or emails if you're making changes that will affect them. Get the needed information out there where they can get their questions and concerns answered and you will eliminate a customer service nightmare.
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