Customer Service: Managing Customer Expectations – LinkedIn

Customer Service: Managing Customer Expectations Online Class | LinkedIn Learning, formerly Lynda.com All topics Business Customer Service Customer Service Skills Preview With Jeff Toister Liked by 5,637 users Duration: 21m Skill level: General Released: 6/20/2016 Course details Today’s customers expect a lot. Customer service expert Jeff Toister helps frontline employees identify where they can manage the expectations of customers to avoid upsetting them down the line. Specifically, how to avoid situations where unreasonable expectations might develop, and how to choose the right language to educate customers and explain potential areas of confusion. Despite your best efforts, customers may still develop inappropriate expectations, so Jeff also suggests tactics to counteract this problem. Finally, he provides tips for implementing the lessons learned in this course into your everyday customer service routine. Skills you’ll gain Earn a sharable certificate Share what you’ve learned, and be a standout professional in your desired industry with a certificate showcasing your knowledge gained from the course. Certificate of Completion Showcase on your LinkedIn profile under “Licenses and Certificate” section Download or print out as PDF to share with others Share as image online to demonstrate your skill Meet the…

Managing Customer Expectations for Managers Online Class

Managing Customer Expectations for Managers Online Class | LinkedIn Learning, formerly Lynda.com All topics Business Customer Service Customer Service Management Preview With Jeff Toister Liked by 1,307 users Duration: 26m Skill level: Intermediate Released: 7/14/2016 Course details Customer service managers may not be on the front lines, but they can create systems and processes that help ensure that the organization’s service promises match what it actually delivers. Customer service expert Jeff Toister helps managers identify what a typical customer expects, where those expectations come from, and where your organization might be vulnerable. He explains how to perform a marketing and communication audit to find out whether your company’s messaging matches what it is delivering. Then learn how to use data (such as surveys and product returns) to identify areas where service is routinely falling short. Last, he helps you uncover opportunities to reinforce appropriate expectations with customers, including response time expectations for various service channels (phone, email, and social media). Skills you’ll gain Earn a sharable…

Take action – Customer Service – LinkedIn

Take action – Customer Service: Managing Customer Expectations Video Tutorial | LinkedIn Learning, formerly Lynda.com From the course: Customer Service: Managing Customer Expectations Video is locked. Unlock this course with a free trial Join today to access over 20,600 courses taught by industry experts. Take action “ – We’ve covered a lot in this course and I hope it has given you some practical tips and techniques for managing your customers’ expectations. Now it’s time to put what you’ve learned into action. You might want to start by using the learning plan worksheet. If you’ve already used it to identify your learning goals for the course, you can use the worksheet to create a plan to implement what you learned. If you haven’t yet completed the worksheet, you can use it to identify the most important concepts you learned in this course and then determine how you will implement them. I’ve also created an additional resources file that you can download. It contains references to some of my other customer service training videos…

Manage expectations – Customer Service Foundations

Manage expectations – Customer Service Foundations Video Tutorial | LinkedIn Learning, formerly Lynda.com From the course: Customer Service Foundations Video is locked. Unlock the full course today Join today to access over 20,600 courses taught by industry experts or purchase this course individually. Manage expectations “ – Outstanding customer service is defined as service that exceeds your customer’s expectations. Sometimes this is relatively easy to do when your customer doesn’t expect much. At other times, customer’s expectations can be impossibly high to meet. You can help customers avoid disappointment by recognizing opportunities to set appropriate expectations. I’d like to share a few tips to help you do that. You may want to download the “Managing Expectations” worksheet and track which techniques you’ve already used as well as identify a few new techniques you’d like to try. The first tip focuses on new customers. Does your company do anything unique or unusual that might catch new customers by surprise? If so, take a moment to explain those things to new customers so they’ll know what to expect upfront. For example, employees at a tire store spend…

Next steps – Managing Customer Expectations for Managers

Next steps – Managing Customer Expectations for Managers Video Tutorial | LinkedIn Learning, formerly Lynda.com From the course: Managing Customer Expectations for Managers Video is locked. Unlock this course with a free trial Join today to access over 20,600 courses taught by industry experts. Next steps “ – There’s a good chance that you expected to learn something valuable when you took this course. Now is your opportunity to reflect on those key lessons and create a plan to put them into action. I recommend starting with the Learning Plan Worksheet. If you’ve already used it to fill out your learning goals, I suggest you go back and fill out an action plan to achieve them. If you haven’t already chartered your learning goals, now is a great time to download the Learning Plan Worksheet and use it to identify the key learning points from this course. You can learn create a plan to implement the ideas, concepts, and techniques that are most relevant to you. To help you…

Identify situations where you can manage expectations

Identify situations where you can manage expectations – Managing Customer Expectations for Managers Video Tutorial | LinkedIn Learning, formerly Lynda.com From the course: Managing Customer Expectations for Managers Video is locked. Unlock this course with a free trial Join today to access over 20,600 courses taught by industry experts. Identify situations where you can manage expectations “ – In this video, we’re gonna spend some time looking at situations where expectation management can play a role in delivering outstanding service. I’m gonna give you a series of general examples to help you identify specific situations that are relevant to your company. You might want to pause this video so you can download the Expectation Management Situations Worksheet. You can use this to keep track of the examples that are most relevant to you. One common opportunity to manage expectations deals with response time or turnaround time. Here are a few examples….

Manage expectations – Serving Internal Customers – LinkedIn

Manage expectations – Customer Service: Serving Internal Customers Video Tutorial | LinkedIn Learning, formerly Lynda.com From the course: Customer Service: Serving Internal Customers Video is locked. Unlock the full course today Join today to access over 20,600 courses taught by industry experts or purchase this course individually. Manage expectations “ – There are times when we need to help our customers avoid unpleasant surprises by managing expectations. Perhaps a customer’s expectations are impossibly high, or an unforeseen problem may occur that changes what we can realistically do. Let’s start by identifying examples of situations where managing expectations is necessary. You may want to download the expectation management worksheet to help you. Your internal customer may propose an unreasonable deadline that will be impossible to meet without falling short on other tasks. Perhaps a coworker expects a response to an email at a time when you’re already swamped. Or an unforeseen event could make normal service delivery impossible, such as a delayed shipment from a vendor. One activity you can try is to take a look at your calendar, to do list and project plans. Try to identify situations where…

Find places where you can manage expectations – LinkedIn

Find places where you can manage expectations – Customer Service: Managing Customer Expectations Video Tutorial | LinkedIn Learning, formerly Lynda.com From the course: Customer Service: Managing Customer Expectations Video is locked. Unlock this course with a free trial Join today to access over 20,600 courses taught by industry experts. Find places where you can manage expectations “ – In this video, I want to help you identify situations where you can manage your customers’ expectations, and help them avoid unpleasant surprises. You might want to start by pausing this video so you can download the expectation management situations worksheet. I’m going to give you a list of examples where you might be able to manage your customers expectations. Let’s start with response time or turnaround time. Here are a few examples. Response time is how long something takes. For example you can help customers set expectations for how long an order will take to process, how long a service appointment might last, or how quickly they might receive a response to an email. Processes are another common opportunity to manage customer expectations. You can help customers understand the answers…

Customer Service Leadership Online Class – LinkedIn

Customer Service Leadership Online Class | LinkedIn Learning, formerly Lynda.com All topics Business Leadership and Management Leadership Skills Preview With Brad Cleveland Liked by 340 users Duration: 1h 7m Skill level: Intermediate Released: 8/22/2022 Course details Fast-evolving customer expectations, emerging service channels, hybrid work arrangements, and the multifaceted nature of delivering service are just a few of the developments you’ll face as a customer service leader. In this practical course, Brad Cleveland covers how to align customer service with your organization’s goals, identify and meet customer expectations, cultivate an engaged team, and get the support and resources you need. Brad explains why effective customer service leadership is so important, then walks you through aligning service with your organization’s vision, understanding customer expectations, establishing a key performance indicator, and boosting the value of customer service. He also shows you how to engage with customers, build a strong service approach, and reach your organizational potential. Skills you’ll gain Earn a sharable certificate Share what you’ve learned, and be a standout professional in your desired industry with a certificate showcasing your…

How to manage customer expectations – LinkedIn

How to manage customer expectations – Retail Customer Service Video Tutorial | LinkedIn Learning, formerly Lynda.com From the course: Retail Customer Service Video is locked. Unlock the full course today Join today to access over 20,600 courses taught by industry experts or purchase this course individually. How to manage customer expectations “ – I’ve worked with a retailer that sells branded tents, lounge chairs, and an array of other outdoor items. You can get your favorite sports team printed on them, or your name, or even your logo. They have the items custom-made overseas, and then they’re shipped to the US. it’s supposed to take about 30 days. Oftentimes it takes 45 days or more. This delivery time is out of the retailer’s control and they needed a solution to handle this problem. I told him to tell his clients that there’s a 60-day expected delivery time. Then if the shipment arrives on time in 30 days, the retailer looks like a superhero for delivering the customer’s item 30 days early. If the shipment is late and arrives in 45 days, they still look like a hero for delivering the item early. This concept…