Managing Customer
Expectations
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:
To anticipate customers’ expectations using the RATER model
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:
Different Expectations of Customer per the RATER Model
The Concept of Customer Satisfaction and Zone of Tolerance
Accommodate, Alter and Abandon – 3 Strategies of Managing Expectations
Useful scripts to incorporate when managing expectations
PROGRAM IMPACT
This module is typically implemented to address the following challenges:
Decreasing customer satisfaction levels
Increasing customer complaints
High demand for product/service revisions
TARGET AUDIENCE
For individuals who are customer facing representatives:
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Sales Professionals
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Account Managers
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Business Development Executives
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Customer Service Agents