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Managed Expectations Do's & Dont's
Aura Castiblanco [C]
Created on November 25, 2024
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Transcript
Discover the Behaviour
Don't Manage Expectations
Dont's
Do's
Set Clear Expectations
Clarify the Process
guarantee solutions or timeframes that you are unsure you can meet
Overcomplicate Your Message
leave the customer unsure about what will happen next or when to expect a resolution
provide a realistic timeframe for when the customer can expect results
Difficult Message
Dont's
Do's
use clear and simple language
drown the customer in excessive information
use phrases like "I’m not sure" or "It’s complicated"
maintain a respectful and calm tone to prevent further frustration
suggest any viable alternatives or solutions that may help the customer
Acknowledge the customer's frustration
Ownership
Dont's
Do's
present the customer with all possible solutions or options
Leave the Customer Without Guidance
assume the customer is satisfied with the first option you provide
Provide clear guidance on how to handle similar issues
pass the responsibility to another department or agent
Own the issue and ensure that the customer feels like you're actively working to find the best solution
And the behaviour is ...
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