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Tips for Managing Customer Expectations

Gain a better understanding of how to build relationships by managing customer expectations.

Recently, I was in a business-to-business (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 can’t 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.

Runtime: 57 minutes
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

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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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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OnDemand Webinar

This course was last revised on January 25, 2018.

Call 1-866-352-9540 for further credit information.

Audio & Reference Manual

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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Art Hall

Art Hall

Alvarez & Marsal

  • Dreamforce 2012 conference speaker
  • 2011 1to1 Media and Gartner Judge for CRM Efficiency and Customer Experience Management for Americas and EMEA
  • President, Customer Relationship Management Association (CRMA), Atlanta Chapter
  • 2007 Customer Champion recognized by 1to1 Media, a division of Peppers & Rogers
  • Frost & Sullivan Advisory Board member
  • Can be contacted at 404-759-9158, ahall@alvarezandmarsal.com, http://www.linkedin.com/profile/view?id=3429370&trk=tab_pro, or Twitter® @Art_Hall4
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Product ID: 401357
Published 2018
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