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Managing expectationsby Naomi Karten
Synopses & Reviews
People have expectations. Your clients, for example. Sometimes their expectations of you seem unreasonable. Sometimes your expectations of them seem just as unreasonable (in their eyes).
The problem is that these mismatched expectations can lead to misunderstandings, frayed nerves, and ruffled feathers. More seriously, they often lead to flawed systems, failed projects, and a drain on resources. Left unmet, customer expectations can destroy the success of our products and services.
Managing Expectations shows how to identify expectations and suggests ways to gain more control of them. In today's turbulent business world, understanding and meeting your customers' expectations is indeed a challenge, and it's not hard to understand why: Expectations affect a range of interactions, including service responsiveness, service capability, product functionality, and project success.
Expectations are difficult to control and impossible to turn off. However, by learning to identify and influence what your customers expect, you can dramatically improve the quality, impact, and effectiveness of your services.
Contents include sections on communication skills, information gathering, policies and practices, building win-win relationships, as well as a concluding chapter on how to formulate an action plan.
Book News Annotation:
The author is a speaker and seminar leader with experience in technical and customer support and management, and with a background in psychology. She interweaves anecdotes with spelled-out guidelines on such topics as guarding against conflicting messages, keeping jargon to a minimum, listening persuasively, gathering information, and understanding the customer's context.
Annotation c. Book News, Inc., Portland, OR (booknews.com)
Includes bibliographical references (p. 205-207) and index.
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