Skip navigation

Understand the impact of unpleasant surprises

Understand the impact of unpleasant surprises: How to Manage Customer Expectations for Frontline Employees
Understand the impact of unpleasant surprises: How to Manage Customer Expectations for Frontline Employees

Failure to appropriately manage customer expectations can lead to poor service. Customers develop their expectations from multiple sources. This includes past experience, communication from the company, and doing business with competitors. An unpleasant surprise happens when customers receive service that falls short of their expectations. You can avoid this problem if you help customers adjust their expectations to match the service they will likely receive.

  • Overview
  • Transcript
  • View Offline
Resume Transcript Auto-Scroll
Skill Level Appropriate for all
22m 39s
Duration
29,277
Views
Show More Show Less
Skills covered in this course
Business Business Skills Communication

Continue Assessment

You started this assessment previously and didn't complete it. You can pick up where you left off, or start over.

Start Your Free Trial Now

Start your free trial now, and begin learning software, business and creative skills—anytime, anywhere—with video instruction from recognized industry experts.

Start Your Free Trial Now