Read, notice and explain

When a training centre changed its registration process, staff expected fewer telephone enquiries. The new online form was short, but its confirmation message only said "Submitted". Applicants were unsure whether they had reserved a place, needed to pay immediately or should wait for another email. The receptionist recorded these repeated questions for one week. The manager then replaced the message with three clear steps: applications would be reviewed within two working days; a place was confirmed only by an acceptance email; payment instructions would follow acceptance. Telephone enquiries decreased the following week. However, the manager noted that demand had also fallen, so the change could not be treated as the only possible explanation.