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Understand the impact of unpleasant surprises

Understand the impact of unpleasant surprises: Managing Customer Expectations for Managers
Understand the impact of unpleasant surprises: Managing Customer Expectations for Managers

Failure to appropriately manage customer expectations can cause customers to experience unpleasant surprises. See an example of what happens when service falls short of customer expectations and think of ways to prevent this from happening. Unpleasant surprises can also cause additional problems for your business, such as increased contacts, increased escalations, and negative word of mouth.

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Skill Level Intermediate
26m 16s
Duration
25,295
Views
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Skills covered in this course
Business Business Skills Communication

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