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IGTC01CS - Customer Service Managing Customer Expectations (EN)
01 - Introduction
01 - Set yourself up for success with good customer service (1:17)
02 - Understand the impact of unpleasant surprises (2:58)
02 - 1. Techniques for Managing Customer Expectations
01 - Find places where you can manage expectations (3:01)
02 - Use clear language to avoid surprises (2:49)
03 - Educate customers on what to expect (2:53)
04 - Understand why customers don-t read (3:22)
05 - Adjust unreasonable expectations (3:39)
03 - Conclusion
01 - Take action (1:09)
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04 - Understand why customers don-t read
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