Managing Customer Expectations in a Changing Workplace

Professionals who want to enhance their relationships with both internal and external clients and customers by better managing customer expectations.

• 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
   

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 

You will have online access to a “Managing Customer Expectations” resource kit containing articles, checklists, templates, and techniques to apply.

For financial assistance opportunities, please refer to Financial Assistance, Scholarships and Team Rates .