Igniting Workplace Enthusiasm

Managing Customer Expectations: Course Reviews





“The training was very informative. It helped with maintaining our existing customer base and provided tools to use for obtaining new customers!”

Janna Trowbridge
Director of Operations
ShawnTech Communications


“This training allowed me to develop tools to work with clients when issues arise.”

Daniel Santos
Key Performance Ideas


“Because of this training, I am a better customer service representative! The training provided great tips and expert advise. “

Deborah Acklin
I.T. Senior Clinical Analyst
NHS Management


“I enjoyed the group setting that took place while taking this course! It was a great refresher to the Carnegie classes I have taken in the past”

Casey Jordan
Services Process Director
Hunter Truck Sales & Services


“The training provided a more structured and though-out approach to handling customer’s expectations not being met!”

Chad Howlett
Technical Manager
Vita Plus Corporation


"Increased customer happiness and sales already."

-Jon Michael Adams        
Sr Aftermarket Sales Rep
Siemens Water Technologies LLC


"Very high value by training in areas that I feel are very important. Applying how these situations would apply to my trade particularly."

-Christopher Pavao        
Plumbing Coordinator
Gem Plumbing & Heating

"The training seemed very personal. I will be a more professional person in front of the customer for my company."

-Terry Bennett        
Territory Manager
Skyjack, Inc.

"Very personable trainer and producer, small class encouraged more participation by everyone.  I will be able to bring this back, share it with key leaders, and encourage change in the organization as a result. I can see it improving both customer satisfaction as well as customer revenue."

-Sam Hunter        
EVP, Customer Experience
SWK Technologies


"Very well managed and useful. Helped inform my approach to customer support and will improve my customer service skills."

Systems Trainer


"It was in line with what I perceive to be "World Class" Customer service."

-Norma A.
Call Center Manager


"We were looking to gain insight into how to better handle our processes for handling client expectations and got some great insight."

VP - Client Support Services


"Real life scenario discussions. We took a real life situation and applied the learned principals to it!"

-James Dicks        
Director, Customer Care & Partner Integration




In this session, you examine ways that you can exceed your customers’ expectations by setting, monitoring, and influencing their expectations. You start by determining their initial expectations and the reasons for each. Then you proactively set realistic expectations with the customer, leverage sure-fire ways to exceed them, and follow an ongoing and consistent process to manage customer expectations in the future.

  • Numerous live sessions offered each month -- register for the time that works best for you.
  • 1-Hour virtual instructor-led sessions utilizing chat, whiteboard tools and polling
  • Fast-paced interactive exchange of timely skills and "How-to's"

"When dealing with people, let us remember we are not dealing with creatures of logic. We are dealing with creatures of emotion."

― Dale Carnegie, How to Win Friends and Influence People


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