Contact Management: Managing Customer Expectations

Description

Customer satisfaction equals your performance, divided by customer expectations. Expectations change depending on the situation and customer conditioning. Discover how to manage product expectations and manage the four levels of customer expectations. Exceed customer expectations with the 6 F's.

Learning Objectives

Summarize a formula for improving customer satisfaction, Apply suggestions to manage product and process expectations, Identify the 6 F's for exceeding customer expectations, Describe how to manage expectations through communication standards

Target Audience

Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams