When customers choose a brand, business, product, or service, they have expectations about it. If those expectations aren’t fulfilled, they’re going to be disappointed. And as the face of customer service, you may unfortunately experience their frustration firsthand. But you can take action to reduce the risk of getting unhappy customers.

In customer service, you need to manage customer expectations to avoid creating bad experiences and customer frustration. Expectations can be shaped by many things, including the way you communicate, or experiences customers have had elsewhere. To help you manage expectations, you can apply several tips, such as always delivering on your promises.

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

• List examples of common types of customer expectations
• Identify factors that influence customer expectations
• Apply top tips to manage customer expectations

Why take this course?

Managing customer expectations is a key part of any customer-service role. During this course you’ll find out what kinds of expectations customers may have, and how these can be influenced. You’ll also learn tips on how to manage customer expectations and balance them with the expectations of the business you work for.

10 mins | SCORM | Takeaway Tasks