Expectations have a gigantic impact on service perception. In this video, identify how to manage internal customer expectations and help them avoid surprises.
- There are times when we need to help our customers…avoid unpleasant surprises by managing expectations.…Perhaps a customer's expectations are impossibly high,…or an unforeseen problem may occur…that changes what we can realistically do.…Let's start by identifying examples of situations…where managing expectations is necessary.…You may want to download the expectation management…worksheet to help you.…Your internal customer may propose an unreasonable deadline…that will be impossible to meet…without falling short on other tasks.…
Perhaps a coworker expects a response to an email…at a time when you're already swamped.…Or an unforeseen event could make normal service delivery…impossible, such as a delayed shipment from a vendor.…One activity you can try is to take a look at your calendar,…to do list and project plans.…Try to identify situations where meeting…customers' expectations is a potential challenge.…Once you do that, here are a few techniques…you can use to help your customers avoid…unpleasant surprises.…
In this course, learn skills and techniques for providing outstanding internal customer service to colleagues within your organization. Jeff Toister shares how to build positive workplace relationships, communicate effectively, and serve coworkers who can be difficult to work with. He also provides techniques for managing—and exceeding—expectations for internal service, and solving problems quickly and effectively.
- Distinguishing between internal and external customer service
- Creating positive workplace relationships
- Working with difficult coworkers
- Practicing active listening to uncover your customers' needs
- Managing internal customer expectations
- Anticipating problems
- Defusing angry colleagues
- Adjusting your workplace attitude