Managing Customer Expectations
Customer Communications

Managing expectations, yours and others, is usually a simple task of agreeing on what is to be done and all parties delivering on that agreement. However, when unexpected complications occur, pro-active communication, defusing negative emotions, and previously agreed upon fall-back plans can impact the service recovery outcome.

Learn how to:

  • How expectations are defined and set from simple orders to complex projects
  • How meeting expectations can be as simple as following a routine process to utilizing a project management system
  • How to use communications pro-actively to present project status updates, deliver good and bad news
  • How to re-define and re-set expectations in light of unforeseen circumstances that prevent the original expectation from being fully met
  • How to debrief and evaluate performance

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