Providing a great customer experience without overdoing it

I have a business type question. I run yoga programs and courses where I work closely with people (similar to coaching I imagine). When it comes to my in person classes I have learned how to provide a good customer experience while maintaining policies and a framework around things like cancellations. Or when someone needs a more than a few minutes to ask an indepth question I let them know that it would take more time and that we can set up a private session if they wish but I don’t stay for 30 minutes after class to instruct them privately.

Lately I have noticed that I am less organized around how I deal with the customer experience when it comes to my online courses and classes. Most recently, I was setting up a live class using a conference call number and when someone had trouble they expected me to call them walk them through the setup. I didn’t call them because it was after working hours but instead replied with an email asking what was happening and told them to email me and my assistant would respond.

I am conflicted in a way about doing that because on one hand I would like to offer a great customer experience and make sure people have what they need. On the other hand I don’t want to be in the business of making personal phone calls to students and opening the door for people to have access to me outside of office hours or making my phone number available for technical issues etc.

I would love to hear your thoughts and how you keep these things clean in your biz.