Expectation Communication Worksheet
Influencing what customers expect from us is an effective way to avoid service failures.
Use this worksheet to identify situations where you may need to manage customer expectations so they don’t encounter any unpleasant surprises.
There are several situations where we can influence a customer’s expectations:
Response time: How long will it take?
Processes: What will it be like?
Policies: What are the rules?
Fees: What will it cost?
Uncontrolled variables: What’s out of our control?