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
Gail is president of her own communications consultancy. She has over twenty years of experience in customer service management and training, including for Hewlett-Packard, Bell Canada, Canada Post, Nabisco and Toyota. Her diverse clients include both large and small organizations in the public and private sectors with a strong customer and client focus.
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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