Managing Customer Expectations for Managers

Learn to identify what a typical customer expects, where those expectations come from, and where your organization might be vulnerable.

Introduction

• Welcome
• What you should know before watching this course
• Understand the impact of unpleasant surprises

1. Expectation Management Tactics

• Identify situations where you can manage expectations
• Understand today's customers
• Conduct a marketing and communication audit
• Use data to spot problems
• Manage response time expectations
• Reinforce expectations

Conclusion

• Next steps