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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
guarantee solutions or timeframes that you are unsure you can meet
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
Clarify the Process
Set Clear Expectations
Overcomplicate Your Message
Do's
Dont's
Don't Manage Expectations
Acknowledge the customer's frustration
suggest any viable alternatives or solutions that may help the customer
use phrases like "I’m not sure" or "It’s complicated"
drown the customer in excessive information
use clear and simple language
maintain a respectful and calm tone to prevent further frustration
Do's
Dont's
Difficult Message
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
present the customer with all possible solutions or options
assume the customer is satisfied with the first option you provide
Leave the Customer Without Guidance
Provide clear guidance on how to handle similar issues
Do's
Dont's
Ownership
And the behaviour is ...
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