Enhance customer relationships by communicating more proactively
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 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.
The program can be taken on its own or as part of the Leading Self and Others in the New Workplace series, a 5-course survival kit of communication and leadership programs for skilling up in changing times.
Please note: This self-contained certificate program does not qualify as an elective for our other certificate programs.
Online program format
This facilitator-led online program is highly interactive, enabling you to network with peers, brainstorm ideas, view instructional videos, practice customer scenarios and engage in group problem solving. You will also have access to tools and templates for managing customer expectations that you can review at any time.
Who is this for?
Professionals who want to enhance their relationships with both internal and external clients and customers by better managing customer expectations.
Benefits for you
- Gain insights about what “triggers” customers to have “unrealistic” expectations
- "De-personalize" to self-manage your own emotional responses
- Modify your messaging to be more customer-focused
- Establish and manage customer and client expectations
- Improve customer relationships by communicating with empathy, tact and assertiveness
Program content
Module 1: What Triggers Customer Expectations?
- Triggers for unrealistic customer expectations during COVID-19
- Putting yourself in their shoes: understanding their perspective
Module 2: Self-Managing Your Response
- How to de-personalize your response
- Reframing emotions into actions
Module 3: Communicating Expectations Proactively
- Handling unrealistic expectations
- Conveying bad news
- Getting buy-in
- Managing resistance and conflict
Action Planning
Special features
You will have online access to a “Managing Customer Expectations” resource kit containing articles, checklists, templates, and techniques to apply.
Program leader
Dr. Gail Levitt
Upcoming sessions
For financial assistance opportunities, please refer to Financial Assistance, Scholarships and Team Rates .
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Contact a learning advisor for more details.
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Get in touch
604.822.8400 or 1.800.618.3932
exec.ed@sauder.ubc.caVisit our contact page for more information.
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