{"product_id":"9780133488661","title":"Managing Expectations: Working with People Who Want More, Better, Faster, Sooner, NOW!","description":"This is the digital version of the printed book (Copyright © 1994).\u003cbr\u003e \u003cbr\u003ePeople have expectations. Your clients, for example. Sometimes their expectations of you seem unreasonable. But sometimes your expectations of them seem just as unreasonable (in their eyes).\u003cbr\u003e \u003cbr\u003eThe problem is that these mismatched expectations can lead to misunderstandings, frayed nerves, and ruffled feathers. More seriously, they often lead to flawed systems, failed projects, and a drain on resources.\u003cbr\u003e \u003ci\u003e \u003cbr\u003e \u003cb\u003eManaging Expectations\u003c\/b\u003e \u003c\/i\u003e shows how to identify expectations and suggests ways to gain more control of them. In today's turbulent business world, understanding and meeting your customers' expectations is indeed a challenge, and it's not hard to understand why: Expectations affect a range of interactions, including service responsiveness, service capability, product functionality, and project success.\u003cbr\u003e \u003cbr\u003eExpectations are difficult to control and impossible to turn off. However, by learning to identify and influence what your customers expect, you can dramatically improve the quality, impact, and effectiveness of your services.\u003cbr\u003e \u003cbr\u003eContents include sections on communication skills, information gathering, policies and practices, building win-win relationships, as well as a concluding chapter on how to formulate an action plan.\u003cbr\u003e \u003cbr\u003eA Step-by-Step Guide to Managing Expectations \u003cbr\u003e \u003cbr\u003eGuard Against Conflicting Messages \u003cbr\u003eUse Jargon with Care \u003cbr\u003eIdentify Communication Preferences \u003cbr\u003eListen Persuasively \u003cbr\u003eHelp Customers Describe Their Needs \u003cbr\u003eBecome an Information-Gathering Skeptic \u003cbr\u003eUnderstand Your Customers' Context \u003cbr\u003eTry the Solution On for Size \u003cbr\u003eClarify Perceptions \u003cbr\u003eSet Uncertainty-Managing Service Standards \u003cbr\u003eWhen Appropriate, Just Say Whoa \u003cbr\u003eBuild Win-Win Relationships \u003cbr\u003eFormulate an Action Plan                   \u003cp\u003e \u003c\/p\u003e","brand":"Pearson Education","offers":[{"title":"Default Title","offer_id":47079034028272,"sku":"9780133488661","price":19.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780133488661_p0.jpg?v=1763641042","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780133488661","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}