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Thursday, October 10, 2013

Managing Customer Expectations

Thursday, October 10, 2013
10:00 AM - 01:00 PM

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Managing Customer Expectations
Interactive Virtual Classroom
Price:  $299 USD
Length: 3 Hours
Audio: Telephone
 
It is a simple truth: individuals and organizations continue to do business with organizations that deliver on what they promise and treat customers fairly. You have far more potential to develop long lasting relationships and future business success by managing customer expectations in a consistent way.
 
In this session, you'll learn how to build trust and deepen business relationships by setting, monitoring, and influencing their expectations. It all starts with being able to accurately determine their initial expectations, and the reasons for each. After that, you can set realistic expectations with each customer, leverage sure-fire ways to exceed them, and follow an ongoing and consistent process to manage expectations in the future.
 
This workshop will help you:
  • Build relationships by managing customer expectations
  • Leverage the Pygmalion effect in your customer service and sales settings
  • Determine the expectations of customers and address them clearly
  • More outcomes below
Core Competencies: Customer Experience, Interpersonal Skills
Related Competencies: Conflict Resolution, Communication, Professionalism
 

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Location

Online
 

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Online Thursday, August 20, 2015
02:00 PM - 05:00 PM
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Online Monday, August 31, 2015
09:00 AM - 12:00 PM
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Online Wednesday, September 16, 2015
03:00 PM - 06:00 PM
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09:00 AM - 12:00 PM
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Online Monday, October 26, 2015
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Online Friday, November 13, 2015
02:00 PM - 05:00 PM
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Online Monday, December 07, 2015
02:00 PM - 05:00 PM
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Online Wednesday, December 23, 2015
01:00 PM - 04:00 PM
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Who Should Attend

Sales representatives and account executives who need to manage expectations with new or existing customers, or who want to enhance relationships with current customers. Customer service and support personnel who interact with customers and have opportunities to manage their expectations.
 

Outline

After this seminar, you will be able to:
• Determine the expectations of customers
• Leverage the Pygmalion effect in your customer service and sales settings
• Use the 9 sure-fire approaches to exceeding customer expectations
• Hold crucial "setting expectations" conversation with your customers
• Use the seven principles for setting expectations
• Follow a consistent and effective process to manage customer expectations
 
 
Managing Customer Expectations: LIVE ONLINE Training
 

This program is one of the most engaging interactive Live Online courses available today. Trainers involve you from the moment the class begins, and keep you involved, collaborating, practicing and learning as if you were in a physical classroom.
 
This is NOT a typical webinar but a LIVE ONLINE learning forum facilitated by Dale Carnegie certified trainers using our effective, time-honored techniques.
 
 

Credits

0.3 CEUs
 

Accreditations

PMI - 3 PDUs
 
 
 
 
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