Managed Expectations Do's & Dont's
Aura Castiblanco [C]
Created on November 19, 2024
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Transcript
Discover the Behaviour
Broken Promises
Dont's
Do's
Follow Through on Promises
Manage Expectations
Be Honest About Limitations
Make Promises You Can't Keep
Ignore Follow-Ups
Misead Customers About What Can Be Done
Lack of Influencing Skills
Dont's
Do's
Provide Clear, Reasoned Explanations
Don’t Ignore Objections
Dismiss the Customer’s Concerns
Be Defensive
Refer to the original reasons shared for the decision
validate the customer's feelings or objections
Unclear Communication
Dont's
Do's
Overcomplicate Your Message
Be Clear and Concise
Focus on Key Points
Use Simple Sentences
Add Unnecessary Information
Repeat Yourself
Call to Action
Dont's
Do's
Always explain what the customer needs to do next
Leave Customers Unclear
Skip Key Information
Assume the customer understands
Ensure the customer understands what will happen next and when
Provide a Clear Call to Action
Customer Education
Dont's
Do's
Provide clear guidance on how to handle similar issues
Leave the Customer Without Guidance
Ignore Future Risks
Skip Preventive Measures
Give actionable tips to prevent recurrence of the problem
Set Preventive Expectations
And the behaviour is ...
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Animation
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Design
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Interactivity
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Awesome Interactivity
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Design
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Animation
Design
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Awesome Interactivity
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