Managing Customer Expectations


The best kind of problem any organization will like to have is that of having too many satisfied customers who have become advocates of your products/services and are sending even more customers your way. This is the kind of organization that you become when you pay attention to managing the expectations of your customers. This does not happen by chance but is the result of a deliberate effort that you can learn and apply after this program.

Learning Objectives

At the end of this course you will be able to:

  • Identify and practice the behaviours for delivering fantastic customer service;
  • Develop a customer service charter using the Mirror Principle;
  • Make a business case for increased investment in managing customer expectations using the Naira Value of Service Framework;
  • Apply the RATER framework to identify and respond to the various expectations that customers have in your organization
  • Use the Governing Forces of Customer Service to evaluate the service culture and systems within your organization;
  • Set up and manage effective systems for managing customer complaints;
  • Practice the three advanced techniques for managing irate customers; and
  • Develop and implement a system for improving customer experience along all the service touch-points in your organization.

Course Content

  • The Fantastic Service Equation
  • The Mirror Principle of Service Delivery
  • The Naira Value of Service Delivery
  • The RATER Framework
  • The Governing Forces of Service Delivery
  • Managing Customer Complaints
  • Managing Customer Experience

Course Delivery:

  • Video Lectures
  • Case Studies
  • Interactive Activities
  • Games
  • Project-based Learning
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