Managing Customer Expectations in Times of Change
January 19 | 8:30 am - Noon
It is likely that anyone interacting with customers these days has experienced some degree of stress managing their expectations and reactions. It can be challenging for both you and them to process bad news, support new policies, practice new procedures, and adapt new approaches amidst continuous change. In this half-day program, you will learn to manage customer expectations more proactively on three levels: feeling, thinking and responding. Set expectations with internal and external customers by applying techniques for de-personalizing, empathizing, clarifying, framing and summarizing. Communicate effectively to enhance your customer relationships during disruptive times.