Hello Friends
1. Set Expectations:Cushion with empathy. A cushion is a verbal statement that tells the
customer in various ways that "I hear what you are saying, and what you are saying is
important." Being empathetic simply acknowledges your customer's emotion and experience.
2. Monitor Expectations:Unless the situation is resolved immediately on first contact, your goal
should be to have regular and appropriate communication with the customer. Continue to use the
process to set expectations.
Examples of monitoring the process:
* Acknowledge any information that the customer provides.
* Indicate where your organization is in resolving the situation and explain the next steps in
the process. To gain trust, include an expectation of when they can expect the next
communication.
* Respond to requests for additional information. Respond by relating when you or one of your
co-workers can follow up on that requested action. Then follow-through and follow up!
3. Influence Expectations:Influencing expectations is usually the meaning of "managing
expectations." When you influence, you are the one who modifies or changes your approach and
style.
Have a nice day