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Managing Customer Expectations in a Changing Workplace

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.

Please note: as programs must be at least one full day in length to qualify for an Executive Education Certificate, this partial-day program is not eligible as a certificate elective.

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.

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