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Tips for Managing Customer Expectations - Webinar

  • ID: 4437472
  • Webinar
  • 60 Minutes
  • Lorman Business Center, Inc.
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Gain a better understanding of how to build relationships by managing customer expectations.

Recently, I was in a businesstobusiness (B2B) sales training meeting and the facilitator asked the group when you think about sales, what are you trying to get better at? 95 of the class answered that they want to get better at closing sales. The next thing the trainer facilitator said shocked and bewildered me. He said the problem with closing a sales is not a closing problem but an opening problem.

In other words, by not setting the proper expectations with your customer at the start of the relationship is the reason why most sales professionals cant close deals. While this topic is not focused on improving your sales skills, I believe the analogy is apropos setting and agreeing upon the right expectations at the start of any customer relationship is critical for managing customer expectations as the relationship evolves. The goal of this material is to provide practical tips to customer practitioners to improve service delivery and customer expectations especially during moments of truths.
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Practical Tips for Managing Customer Expectations From Onboarding Through Service Delivery

Balancing the Value to the Customer With Extracting Value From the Customer

The Importance of Anticipating Customer Needs Before They Know Their Own Need

Customer Journey Mapping - What Does It Look Like and How to Get Started?

Emerging Technologies to Help You Better Manage Customer Expectations
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Art Hall Alvarez & Marsal
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This webinar is designed for customer service managers and representatives, account managers, credit and billing representatives, receptionists, and technical and support representatives.
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