Manage Customer Expectations
Customers today have higher expectations than ever before. They have the tools and take the time to seek out the organizations that will not only meet but also exceed these high expectations. A structured process for exceeding customer expectations is necessary if you hope to outdistance your competition.
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Participants will learn to: Determine the expectations of their customers; Manage customer expectations in order to exceed them; Implement a customer expectations management process; Partner with customers to build a relationship.
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Expectations will vary among customers. With a plethora of research and analysis web search tools, customers will learn about your organization before they walk in your doors. They will have their preconceived expectations prior to speaking to you, so it will be a good idea to prepare for this.
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Having a structured process for exceeding customer expectations is necessary if you hope to outdistance your competition.
