Managing Customer Expectations
About This Course
From a customer’s perspective whether internal or external, it feels good when expectations are met, but it feels great when an organization actually manages to exceed customer expectations. You’ll explore the “Sure-Fire Ways to Exceed Customer Expectations” and you’ll assess your organization’s effectiveness when it comes to applying them. You’ll also learn about four important strategies for exceeding customer expectations and you’ll formulate an action plan to implement the strategies in your organization.
What You’ll Learn
Customers seek out organizations that provide the products, services and capabilities necessary to fulfill their needs and desires, but often, simply fulfilling the customer’s needs and desires is not enough. Customers do business with organizations that serve them well, treat them fairly and make them feel valued. Customers come with expectations about how you will treat them, convenience of doing business, and the perceived value your organization adds to the transaction and as such, effective management of customer expectations is an essential skill in today’s market.
What do customers expect anyway? In today’s age of technology, customers expect more from the organizations they utilize. In effort to better understand what your customers expect, you’ll look at several leading-edge organizations that are taking customer service to a new level. While it may not be realistic for a small business to emulate all of the techniques used by these retail giants, you’ll learn about simple, cost effective solutions you can implement to help you manage customer expectations more effectively.
Managing Customer Expectations equips you to:
1. Assess your organization’s use of sure-fire ways to manage and exceed customer expectations.
2. Formulate strategies to align with customer expectations.
3. Use Dale Carnegie Principles to close the gap between customer expectations and reality.
4. Use the techniques for effective follow through to manage customer expectations and transform relationships.
Why you want to learn it
"Lack of follow-through” is one of the top issues faced by customer service departments today. It is also one of the fastest ways to lose customers. Whether it is a request for information or the resolution of a customer complaint, effective follow-through is critical to the successful management of customer expectations. How can your organization exceed customer expectations when follow-through is required? You will learn helpful techniques for effective follow-through that will help you manage customer expectations and transform relationships.
What You Can Expect During the Course
Discover: How to pinpoint both internal and external customer expectations and see things from their point of view. How to set expectations with your customers. How to monitor and influence their expectations.
Expect Thoroughly Trained Trainers: Dale Carnegie trainers are highly vetted and undergo intense training that is ISO9002 certified to achieve consistent results globally. While part of a global organization, they are connected to your local culture, customs and language. As a bonus, all Dale Carnegie Trainers have “walked the talk” in achieving success in customer service.
How it will help you
Use your new skills to achieve measurable results, securing your place as a valued contributor. As you develop your service competencies, you’ll find yourself being a role model for others in your organization.
Who Should Attend
Any individual that works on the front lines with customers – both internal and external – and seeks to earn their trust and respect.
One 3-hour session.
Exceptional customer service is about creating meaningful relationships and memorable moments at every touchpoint. You’ll first be introduced to nine ways to strengthen relationships with customers. You also learn telephone courtesy skills, an 8-step complaint resolution process, types of questions to ask to uncover needs, 5 five steps for asking for a referral, and more! Read More >
The Dale Carnegie Methodology
The Dale Carnegie® methodology is time-tested with thousands of testimonials attesting that it works. From the very start, on an individual level, you will set stretch goals and with the support of the social learning environment, the ‘in-the-moment’ coaching by the highly trained facilitator(s), the accountability to commitments, progress will be visible to yourself and others. In the Dale Carnegie® methodology, we focus on building strengths to overpower our weaknesses. We believe that everyone has inherent greatness, and it simply needs to be identified and nurtured.