Join Jeff Toister for an in-depth discussion in this video What you should know before watching this course, part of The Manager's Guide to Managing Customer Expectations.
- One technique for managing customer expectations is to tell people up front what to expect. This way they'll have a clear idea of what's about to happen or whether or not your product or service is right for them. So before we dive into this course, let's take a moment to go over what you should expect in the course. The course is primarily designed for customer service managers. It focuses on what you can do from an organizational perspective to set clear expectations for your customers. For example, we'll cover how to do a marketing audit so that you can make sure your company actually delivers what's being promised in your advertising.
You can also benefit from this course if you are a marketing professional or a small business owner, since it's likely that people in those roles also have a role in managing customer expectations. Now throughout the course I've designed a number of activities to help you apply what you learn. Some of these exercises have downloadable worksheets that can help you out. Right now I recommend downloading the Learning Plan Worksheet. You can use it to identify your goals for this course so you'll be on the lookout for the content that's most relevant to you. As you discover techniques you want to try, you can use the Learning Plan Worksheet to document your action plan for applying them.