The old adage holds true; it’s better to under-promise and over-deliver. Discover two tips to help you improve your ability to manage expectations with your customers.
- Recently, my flight was canceled … due to tornadoes in my area, … so I called my hotel to cancel the reservation … since I wasn't getting into the city until the next morning. … But the hotel told me that … because I didn't cancel my reservation 72 hours in advance, … I'd still be charged. … I pointed out that I had to cancel … because my flight canceled. … The employee carefully managed my expectations, … saying, "I'm noting that your flight was canceled … "because of weather. … "Our policy states that reservations not canceled 72 hours … "prior to check-in will be charged a cancellation fee, … "but I have opened a case documenting weather … "as the reason you canceled. … "The local hotel will research and get back to you. … "Please understand this is solely … "at the manager's discretion." … I didn't like the news that I might still be charged, … but I was impressed … with the way the employee managed my expectations. … I walked away with a clear understanding of the policy … regardless of my circumstances. …
- Recognize examples of pushing when dealing with a customer.
- Summarize the goal of reframing conversations.
- Identify the benefits of using partnering language.
- Determine the best response to a customer who asks to speak to a manager.
- Identify statements that can be used to acknowledge a customer’s issue.