Managing Customer Expectations - 5 Don’ts!

1) Don't: Say yes - when you know the answer is no!
Be realistic - it's easy to just agree with the customer and smile politely knowing that it won't be your fault if somebody down the line doesn't deliver.

2) Don't: Treat everybody the same. Understand that different customers have different expectations and needs. There is no such thing as one size fits all.

3) Don't: Bend over backwards by giving in to every demand: Managing expectations is about recognising the parameters within which your service can be delivered, and providing guidance and support for customers as to what to expect.
It's not just blind acceptance that whatever they say goes.

4) Don't: Do more of the same because that is all you know: Guidance and support shouldn't be simply just doing the same thing over and over again.
Times and expectations do change - change with them.

5) Don't: Just confine this to external customers Finally, managing expectations is as much about internal customers as external ones.

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