2023 Managing Customer Expectations

It is a simple truth: customers continue to do business with organizations that deliver on what they promise. You have far more potential to develop long lasting relationships and future business success by managing customer expectations in a consistent way.

In this session, you will examine and practice ways you can exceed your customers' expectations by setting, monitoring, and influencing their expectations.

Session Objectives:

Determine the core meaning of the expectations of customers
Learn how to hold the crucial "setting expectations" conversations with your customers
Use Dale Carnegie Principles to close the gap between customer expectations and reality
Uncover a model to handle difficult conversations when expectations are not being met