Managing Expectations


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
    • Possible dates (if requested)
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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

    Our Courses Are Available Australia Wide

    We offer in-person Managing Expectations, programs and workshops run by expert trainers to organisations across Australia. Our programs are available in Melbourne, Sydney, Canberra, Adelaide, Brisbane, Perth and other areas of Australia. If you’re looking for Managing Expectations “near me”, save yourself some time and contact us today. Wherever you are in Australia, we can come to your organisation or organise a venue for in-person training, workshops and skills programs. Find out what Preferred Training Networks can do for your organisation. Get a free online quote now or give us a call today on 1300 323 752 to discuss your requirements or explore our full range of courses.

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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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