From the course: Managing Customer Expectations for Managers

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Identify situations where you can manage expectations

Identify situations where you can manage expectations

From the course: Managing Customer Expectations for Managers

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Identify situations where you can manage expectations

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- In this video, we're gonna spend some time looking at situations where expectation management can play a role in delivering outstanding service. I'm gonna give you a series of general examples to help you identify specific situations that are relevant to your company. You might want to pause this video so you can download the Expectation Management Situations Worksheet. You can use this to keep track of the examples that are most relevant to you. One common opportunity to manage expectations deals with response time or turnaround time. Here are a few examples. You can help customers set expectations for how long an order will take to process, how long a service appointment might take, or how quickly they might receive a response to an email or some other form of communication. Processes are another common category. You can help customers understand the answers to key questions, such as what will the process be like? Is there anything unusual I need to know? Or is there anything I…

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