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Customer Service Essentials Course

Managing Customer Expectations (CSE08)

Imagine if trains were to arrive ‘when they can’. Or people turned up at weddings on a different date than the one on the invitation. Or use-by dates on food weren’t accurate. The world would be in chaos.

The most successful companies know how to manage expectations the best they can. Others decide to be vague with dates to avoid false hope. But that brings disorganization. And with disorganization come disgruntled customers and a tarnished name.

This course will teach you how to manage expectations to ensure a seamless and satisfying customer experience.

By the end of this course, you’ll be able to:

• Set achievable goals
• Offer promises about deliverables
• Align customer and business goals

Why take this course?

Managing customer expectations is a small but powerful skill for teams working in any part of the customer experience. When a company is able to make promises (and keep them) it demonstrates confidence in its ability. But, more importantly, it builds a smooth and frustration-free journey for the customer. This is essential training.

15 mins | SCORM | Workbook

  • Managing Customer Expectations
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: Forever