Managing Expectations


Progressive organisations understand that constantly mopping up areas of customer and staff disappointment is ineffective. Research concurs that it is often more effective to manage the expectations. In this breakthrough course, you’ll learn how to effectively manage internal and external expectations. You’ll also discover a proven service recovery methodology to use when perceived expectations are not met. This course was designed by an organisational psychologist who has researched the setting of expectations for over 25 years. Don’t miss out!

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    • A program outline
    • A bio of a proposed facilitator
    • Program cost
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    Key learning outcomes

    At the conclusion of this course participants will be able to:

    • Understand how customers form expectations in their mind
    • Discuss the #1 communication mistake that causes disappointment
    • Choose to under promise and over deliver as an expectations management strategy
    • Calibrate the robustness of your service recovery system (if you don’t have one, book this course immediately as it’s saved so many organisations)
    • Review the best tools to understand expectations
    • Walk the talk
    • Find root cause of problems rather than scatter gun symptomatic responses
    • Reset expectations that can’t be met before disappointment
    • Blueprint the expectation formulation process
    • Build feedback loops to identify hot spots
    • Discuss if customer perception is reality
    • Critique strong supply chain relationship case studies

    Course Description

    “I have great expectations for the future, because the past was highly overrated.”
    —S. Stalone

    This program can be facilitated at your office.


    • Group Size: An ideal group size is 6 – 10 participants.
    • Venue: For your convenience, you can choose to conduct this program at your offices. Alternatively, we can provide a venue at a small additional cost.
    • Duration: Course can be adapted to fit your timeframe.
    • Cost: Upon request.
    • Target Audience: Course can be developed for supervisors, team leaders and/or senior management.

    Ph: 1300 323 752,

    cta course

    Australia-wide training courses and workshops

    At Preferred Training Networks, we provide both in-person and online training programs for a wide range of organisations across Australia. Our Managing Expectations is run by experienced, qualified experts and tailored to the needs of your business and your employees. Our leadership and management education courses are designed to help your team thrive and develop valuable skills that can transform your workplace.

    With programs available in Sydney, Canberra, Melbourne, Perth, Adelaide, Brisbane and other areas of Australia, we’re able to help businesses across the country create lasting behavioural change and provide them with the tools they need to reach new heights. If you think your business would benefit from Managing Expectations and the help of our professional coaching network, take the first step and contact our team today. Wherever you are in Australia, our coaching program can either come to your organisation or we organise a venue for your convenience. Find out what our training, workshops and skills courses can do for your business and reap the benefits for years to come.

    Get your free online quote right now or give us a call on 1300 323 752 to find out more about Preferred Training Networks and discuss your requirements with us.

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    We offer a wide range of professional development courses for various needs. Avail our courses to enhance professional skills and efficiency. Please fill the following form to get an instant quote and know more about our professional development pricing structure.

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