Managing Customer
Expectations

Landing Section - Managing Performance E
PROGRAM PURPOSE

This module would focus on developing the knowledge, skills and attitudes necessary to ensure alignment between what a customer expects from your business and what your business is able to provide readily. Be it a negotiation on product/service features, or a discussion of project timeline, this module would contribute to one’s ability to only ‘promise’ what can be delivered by the company. In the long term, this would help build customer’s trust in your brand, in turn, foster customer loyalty. Additionally, this can also help manage customer demands, in turn, manage the stress and the costs of fulfilling them.

LEARNING OUTCOMES HIGHLIGHTS

By the end of the program, participants will learn how:

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To anticipate customers’ expectations using the RATER model

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To manage an expectation by applying the AAA Method

CONTENT SNEAK PEEK

Some of the content covered to achieve the learning outcomes mentioned would include:

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Different Expectations of Customer per the RATER Model

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The Concept of Customer Satisfaction and Zone of Tolerance

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Accommodate, Alter and Abandon – 3 Strategies of Managing Expectations

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Useful scripts to incorporate when managing expectations

PROGRAM IMPACT

This module is typically implemented to address the following challenges:

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Decreasing customer satisfaction levels

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Increasing customer complaints

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High demand for product/service revisions

TARGET AUDIENCE

For individuals who are customer facing representatives:

  • Sales Professionals

  • Account Managers

  • Business Development Executives

  • Customer Service Agents

PACKAGES

*Custom Packages can be designed upon request.

1 DAY TRAINING

All Content (2 modules)

3 - 4 hours

Maximum 20

1/2 DAY TRAINING
COACHING

All Content

Custom

1 - 2 hours

Custom

Maximum 20

Maximum 6

Contact Us to request a quote today!

PACKAGES*
CONTENT
PRACTICAL
PAX/SESSION
COST