March 14, 2023 @ 9:00 am - 10:30 am
9:00 – 10:30 AM (Central)
Managing Customer Expectations
It is a simple truth: customers continue to do business with organizations that deliver on what they promise. You have far more potential to develop long lasting relationships and future business success by managing customer expectations in a consistent way. In this session, you will examine and practice ways you can exceed your customers’ expectations by setting, monitoring, and influencing their expectations. Session Objectives:
- Determine the core meaning of the expectations of customers
- Learn how to hold the crucial “setting expectations” conversations with your customers
- Use Dale Carnegie Principles to close the gap between customer expectations and reality
- Uncover a model to handle difficult conversations when expectations are not being met
About the Speaker:
Using strong communication and leadership skills, Katie Lane develops high performers. Katie started at Dale Carnegie in 2008 helping businesses develop strong leadership cultures. She quickly became a certified trainer and expanded her skillset. Now leading the St. Louis delivery team, she is responsible for ensuring high quality training experiences for clients. Her ability to balance rigor, fun, and efficiency are what creates a growing and engaged delivery team in St. Louis.
Program hosted by MCAA Affiliate Alliance
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