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Session 202: Oh, You Meant That?: Setting and Managing Expectations

Lou Hunnebeck (Prinicipal Advisor, DXC Fruition)

Location: Panzacola G-1

Date: Wednesday, April 10

Time: 11:30am - 12:30pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Customer Experience

Format: Session

Vault Recording: TBD

Audience Level: All

As service providers, one of the biggest challenges we face is in setting and then managing our customers' expectations. When delivery fails to meet expectations, customers can become frustrated and angry, leading to
strained relationships, eroded trust, escalating demands, calls for discounts or penalty payments or even contract cancellation. And it doesn't stop with customers! What about our suppliers, end-users and even our own colleagues?

Without properly set expectations, customers and colleagues may have an unrealistic view of what should be delivered and how. Poorly managed expectations can result in confusion over who is supposed to do what, how provider and customer should behave, and what a successful outcome would look like. So what can be done? In this session, attendees will learn about:

  • The nature and sources of expectations, both real and perceived
  • Techniques for discovering customer expectations and assumptions
  • The difference between assumptions and contracted commitments
  • The importance of being explicit
  • The principle of mutually beneficial relationships

Presentation File

Session202.pdf