Managing Customer Expectations
Duration10'
No. of mini-lessons4
ResourcesTakeaway Tasks
Duration 10'
No. of mini-lessons 4
Resources Takeaway Tasks
Course overview
When customers choose a brand, business, product, or service, they have expectations about it. If those expectations aren’t fulfilled, they’re going to be disappointed. And as the face of customer service, your customer service employees may unfortunately experience their frustration firsthand. But they can take action to reduce the risk of getting unhappy customers.
In customer service, your employees need to manage customer expectations to avoid creating bad experiences and customer frustration. Expectations can be shaped by many things, including the way you communicate, or experiences customers have had elsewhere. To help them manage expectations, your teams can apply several tips. This course is going to show them how to manage customer expectations.
What's covered
Common types of customer expectations
Factors that influence customer expectations
Tips to manage customer expectations
Why your teams need this course
Managing customer expectations is a key part of any customer-service role. During this course, your customer service teams will find out what kinds of expectations customers may have, and how these can be influenced. They’ll also learn tips on how to manage customer expectations and balance them with the expectations of the business.
Accredited by CPD
TalentLibrary is recognized as reaching the standards and benchmarks required by the Continuing Professional Development (CPD) Certification Service.
The CPD Certification Service is the world’s leading and largest independent accreditation organization for professional development courses across all industry sectors.
