Managing Expectations: Working with People Who Want More, Better, Faster, Sooner, NOW!

Managing Expectations: Working with People Who Want More, Better, Faster, Sooner, NOW!

by Naomi Karten
     
 

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This is the digital version of the printed book (Copyright © 1994).

People have expectations. Your clients, for example. Sometimes their expectations of you seem unreasonable. But sometimes your expectations of them seem just as unreasonable (in their eyes).

The problem is that these mismatched expectations can lead to misunderstandings, frayed… See more details below

Overview

This is the digital version of the printed book (Copyright © 1994).

People have expectations. Your clients, for example. Sometimes their expectations of you seem unreasonable. But 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.

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.

A Step-by-Step Guide to Managing Expectations

Guard Against Conflicting Messages
Use Jargon with Care
Identify Communication Preferences
Listen Persuasively
Help Customers Describe Their Needs
Become an Information-Gathering Skeptic
Understand Your Customers' Context
Try the Solution On for Size
Clarify Perceptions
Set Uncertainty-Managing Service Standards
When Appropriate, Just Say Whoa
Build Win-Win Relationships
Formulate an Action Plan

 

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Editorial Reviews

Booknews
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)

Product Details

ISBN-13:
9780133488661
Publisher:
Pearson Education
Publication date:
07/29/2013
Series:
Dorset House eBooks
Sold by:
Barnes & Noble
Format:
NOOK Book
Pages:
144
Sales rank:
1,268,323
File size:
4 MB

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