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Managing Customer Expectations for Managers Preview

Managing Customer Expectations for Managers

With Jeff Toister Liked by 1,464 users
Duration: 26m Skill level: Intermediate Released: 7/14/2016

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Course details

Customer service managers may not be on the front lines, but they can create systems and processes that help ensure that the organization's service promises match what it actually delivers. Customer service expert Jeff Toister helps managers identify what a typical customer expects, where those expectations come from, and where your organization might be vulnerable. He explains how to perform a marketing and communication audit to find out whether your company's messaging matches what it is delivering. Then learn how to use data (such as surveys and product returns) to identify areas where service is routinely falling short. Last, he helps you uncover opportunities to reinforce appropriate expectations with customers, including response time expectations for various service channels (phone, email, and social media).

Skills you’ll gain

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Meet the instructor

Learner reviews

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  • Nitya Kumari Nitya Kumari

    Nitya Kumari

    PNB Housing Finance Ltd(Ops)🏦 Ex- HR Intern at Rockman Industries Ltd, Ex- Marketing Intern at WRC Education Services LLP, Ex-HR Intern at Vio Lernx…

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  • Eudes Grosjean Eudes Grosjean

    Eudes Grosjean

    Associate Project Manager chez Tata Technologies

    3/5 February 16, 2025
    Bring more IT inside
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Contents

What’s included

  • Practice while you learn 1 exercise file
  • Test your knowledge 1 quiz
  • Learn on the go Access on tablet and phone

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