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IGTC01CS - Managing Customer Expectations for Managers (EN)
01 - Introduction
02 - What you should know before watching this course (1:11)
01 - Welcome (1:31)
03 - Understand the impact of unpleasant surprises (3:20)
02 - 1. Expectation Management Tactics
01 - Identify situations where you can manage expectations (3:09)
02 - Understand today-s customers (4:02)
03 - Conduct a marketing and communication audit (2:50)
04 - Use data to spot problems (3:20)
05 - Manage response time expectations (2:44)
06 - Reinforce expectations (2:26)
03 - Conclusion
01 - Next steps (1:46)
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03 - Understand the impact of unpleasant surprises
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