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, taking steps to prevent negative emotions, and engaging previously agreed upon fallback plans, can all be used to impact the service recovery outcome.

In this book you will learn:

• How to set simple and complex expectations
• The steps to redefine expectations
• What to say when you contact the customer to reset expectations
• How these steps minimize potential for anger
• How to debrief and evaluate performance