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Course Outline

Managing Customer Expectations Online Training Course includes the following:

#1   Course Overview
  • Course Overview
#2   Understanding Customer Expectations
  • Example: Understanding Customer Expectations
  • Keeping Customers’ Expectations in the Foreground
  • Customer Expectations vs. Perceptions
  • Test Your Knowledge
  • Chapter Feedback
#3   Identifying Customer Expectations
  • Six Types of Customer Expectations
  • Example: Customer Experience
  • Key Elements that Influence Customer Expectations
  • Test Your Knowledge
  • Chapter Feedback
#4   Managing Customer Expectations
  • Baseline Customer Expectations
  • Example: Managing Customer Expectations
  • How to Exceed Expectations
  • Understanding Customer Experience
  • Example: Customer Experience
  • Test Your Knowledge
  • Chapter Feedback
#5   Final Thoughts
  • Course Feedback
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