Managing Expectations course

Managing Customer Expectations

Managing expectations is usually a simple task of agreeing on what is to be done and all parties delivering on that agreement.

However, when unexpected complications occur, pro-active communication, defusing negative emotions, and previously agreed upon fall-back plans can impact the service recovery outcome.

In this course, the participant will learn:

Understand how expectations are defined and set from simple orders to complex projects
Know how to increase the strength of the expectations you set
Learn how meeting expectations can be as simple as following a routine process or as complex as utilizing a project management system
Use communications pro-actively to present project status updates, deliver good and bad news
Understand how loss, real or precieved triggers anger and how to defuse it
Re-define and re-set expectations in light of unforeseen circumstances that prevent the original expectation from being fully met
Debrief and evaluate performance

Course Content

Definitions
Define and set expectations - the basics
Define and set expectations in simple or routine situations
Define and set expectations in custom or complex situations
Meeting expectations - simple to complex situations
Communication Guidelines
Redefining expectations
Strategies for delivering bad news
Debrief and evaluate performance - with and without customer present

Course Length: 6 to 7 Hours

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