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
Note: participants in this program may qualify for up to $10,000 in funding through the Canada BC Job Grant program. Find out if you qualify.

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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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