Skill Level Intermediate
- Today's customers expect a lot. They expect service when they want it, how they want it, and where they want it. Sometimes, they expect more than we can deliver. Welcome to How to Manage Customer Expectations For Frontline Employees. My name is Jeff Toister. I'm an author, consultant, and trainer, who helps customer service teams unlock their hidden potential. You may have heard the phrase, Underpromise and overdeliver. The idea is that you try to set low expectations, and then delight your customers by doing more than you promised.
If only managing expectations could be that easy. The truth is that some more advanced skills are often required. In this course, I'm going to share with you some proven techniques for managing customer expectations so we can avoid having unhappy customers. We'll start by looking at ways to help customers avoid unpleasant surprises. Next, I'll introduce some techniques you can use to educate your customers about the service you're providing. We'll also cover reasons why customers don't always listen to important communication, and I'll show you how to overcome this challenge.
Finally, we'll go over some ways to help customers adjust unreasonable expectations when we aren't able to meet them. Learning these skills is about more than avoiding angry or upset customers. The ultimate goal is to help customers feel great about the service they receive.