Understanding and managing client expectations

$39.00
Professional Development:
2 hours
Workplace Activities:
75 minutes
Online Length:
45 minutes
Professional Development Certificate:
Yes on completion
FPA Accredited:
Yes
FPA Professional Dimensions:
2 hours Attributes and Performance
ASIC Knowledge Requirements:
2 hours Skill Requirements
Current stock: 0
Description

Description

What is this topic about?

This topic is about managing client expectations. We discuss why client expectations are critical to client value and some of the key mistakes and assumptions professionals commonly make around client expectations. We then examine how to understand client expectations and then how to manage client expectations. Our discussion includes issues of service levels and managing unrealistic client expectations.

Why is this topic important?

This topic is important because client expectations form one half of the process of client value. Client expectations, which are formed when the client purchases your products or services - so often very early in the process - will set the benchmark for client satisfaction. A failure to understand client expectations, or manage those expectations to a realistic level, can leave professionals exposed to almost guaranteed failure at a later date. Furthermore, managing client expectations after they have been set can be very difficult - the window of opportunity is early and limited.

Who is this topic for?

This topic is suitable for any professional involved in client management or client relationship roles.

Additional Info

Additional Info

Professional Development:
2 hours
Workplace Activities:
75 minutes
Online Length:
45 minutes
Professional Development Certificate:
Yes on completion
FPA Accredited:
Yes
FPA Professional Dimensions:
2 hours Attributes and Performance
ASIC Knowledge Requirements:
2 hours Skill Requirements

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