Identifying and Managing Customer Expectations

Overview/Description
Understanding your customers' expectations and behaviors is essential to implementing a successful customer-focused service approach. But how do you get to the core of what your customers truly value? This course explores what customers value from a service perspective and how to identify their needs and expectations. It also examines how you can use customer relationship management tools to help identify and manage customer expectations in order to maintain competitive advantage.

Target Audience
Managers and leaders who want to develop their skills for approaching and implementing customer-focused service strategies

Expected Duration (hours)
1.0

Lesson Objectives

Identifying and Managing Customer Expectations

match ways of getting feedback from customers to when it's appropriate to use each technique

apply the steps involved in exploring customers' needs in a given scenario

recognize how CRM helps you manage customer expectations