Expectation
Management Skills

Learning Outcomes

• Identify the internal and external factors that shape customer expectations.
• Present important information clearly to educate customers and align their thinking.
• Recognise the early signs of unmet expectations.

Service Methodologies

• • Introduction to Expectation Management
  • Factors Influencing Customer Expectations
  • Educating Customers Respectfully

Learning Outcomes

• Respond to questions with certainty, even when complete information is unavailable.
• Overcome nervousness, hesitation, or self-doubt to build and maintain trust.
• Clearly articulate timeframes to minimise confusion and set realistic expectations.

Service Methodologies

• Communicating with Certainty

Learning Outcomes

• Effectively manage people’s expectations, even without a concrete timeline.
• Develop strategies to address unmet expectations and turn challenges into opportunities.
• Determine the immediacy of attention required.

Service Methodologies

• Managing Expectations When Timeframes Are Uncertain
• Objectively Validating Urgency

Learning Outcomes

• Identify desired outcomes and assess the practicality of requests.
• Validate the suitability of requests to align with achievable goals
• Manage unmet requests by setting expectations and proposing alternatives.

Service Methodologies

• Proactively Saying “No” to Requests™