Live Webinar

60-minute live streaming program
  • July 21
  • 1:00 - 2:00 pm EST

Tips for Managing Customer Expectations

July 21

Gain a better understanding of how to build relationships by managing customer expectations.

Recently, I was in a business-to-business (B2B) sales training meeting, and the facilitator asked the group, ‘when you think about sales, what are you trying to get better at?’ 95% of the class answered that they wanted to get better at closing sales. The next thing the trainer facilitator said shocked and bewildered me. He said, ‘the problem with closing a sale is not a closing problem but an opening problem.’

In other words, not setting the proper expectations with your customer at the start of the relationship is the reason why most sales professionals can’t close deals. While this course is not focused on improving your sales skills, I believe the analogy is apropos - setting and agreeing upon the right expectations at the start of any customer relationship is critical for managing customer expectations as the relationship evolves. The goal of this course is to provide practical tips to customer practitioners to improve service delivery and customer expectations, especially during moments of truth.

This material will review customer journey mapping (what does it look like and how to get started), practical tips for managing customer expectations from onboarding through service delivery, and the importance of anticipating customer needs before they know their own needs.

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Why Lorman?

Over 35 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

True Transformation Revolves Around the Customer
  • The Customer Is Fundamental to the Journey
  • Tension Exists Between Cost Cutting and Customer Centricity
  • Customer Transformation in the Midst of Disruption
Strategy Articulation and Customer Journey Mapping
  • How to Define Strategic and Customer Priorities
  • Examine an Approach to Map a Customer Journey (Business-to-Consumer B2C Example)
  • Examine an Approach to Map a Customer Journey (Business-to-Business B2B Example)
Defining the Value to the Customer (VTC)
  • Know Me, Hear Me, Help Me
  • How to Focus on VTC
Understanding the Value From the Customer
  • Acquisition, Retention, Growth
  • How to Focus on VFC
  • Creating a Customer Relationship Initiative Framework
Questions and Answers
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Why Lorman?

Over 35 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

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No credit available.

Who should attend?

This live webinar is designed for customer service managers and representatives, account managers, credit and billing representatives, receptionists, administrative professionals, and technical and support representatives.

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Why Lorman?

Over 35 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Art Hall

Art Hall

Alvarez & Marsal

  • Senior Director with Alvarez & Marsal in Atlanta; focuses on corporate performance improvement for Fortune 1,000 companies and is the co-lead for Corporate Merger & Acquisition Services (CMAS) in the Atlanta market
  • More than 20 years of combined industry and consulting experience
  • Worked with clients across various industries including, financial services, cash logistics, health care, industrial gas, manufacturing, retail, power and utility, and travel and entertainment
  • Functional experience in growth and customer experience
  • Prior to joining A&M he was Vice President of Sales and Customer Care for NetBank, was responsible for the online bank’s North American contact center operations, and was responsible for the testing and remediation plans of operational, compliance, and reputational risk within bank operations working closely with internal audit and internal control
  • Bachelor’s degree, State University of New York at Binghamton; certified in Prosci Change Management®
  • Can be contacted at 404-759-9158, [email protected], http://www.linkedin.com/profile/view?id=3429370&trk=tab_pro, or Twitter® @Art_Hall4
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Why Lorman?

Over 35 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 408249
Published 2022
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