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Understand the impact of unpleasant surprises

Understand the impact of unpleasant surprises: Managing Customer Expectations for Frontline Employees
Understand the impact of unpleasant surprises: Managing 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.

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Skill Level Appropriate for all
22m 39s
Duration
144,444
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Skills covered in this course
Business Business Skills Communication

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