Managing Customer Expectations in Times of Change

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 half-day 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.

This program can be taken on its own or as part of the Leadership Skills for the Disruptive World Today series, a 5-course survival kit of communication and leadership programs for skilling up in the post-pandemic era.  

This facilitator-lead online program is delivered over 3.5 hours, including two 10-minute breaks. 

The format 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.