LEADER 00000ngm a22003617i 4500 
001    LDC456351 
003    LDC 
005    20210617185624.8 
006    m        c         
007    cr cna       a 
008    210617s2016    cau021        o   vleng d 
040    linkedin.com|beng|erda 
050  4 LDC456351 
100 1  Toister, Jeff|espeaker. 
245 10 Customer Service: Managing Customer Expectations /|cwith 
       Jeff Toister 
264  1 Carpenteria, CA|blinkedin.com,|c2016. 
306    00h:21m:09s 
336    two-dimensional moving image|btdi|2rdacontent 
337    computer|2rdamedia 
338    online resource|2rdacarrier 
347    data file|2rda 
500    6/20/201612:00:00AM 
511 1  Presenter: Jeff Toister 
520    Learn how to manage customer expectations so customers 
       leave satisfied and keep coming back. 
520    Today's customers expect a lot. Customer service expert 
       Jeff Toister helps frontline employees identify where they
       can manage the expectations of customers to avoid 
       upsetting them down the line. Specifically, how to avoid 
       situations where unreasonable expectations might develop, 
       and how to choose the right language to educate customers 
       and explain potential areas of confusion. Despite your 
       best efforts, customers may still develop inappropriate 
       expectations, so Jeff also suggests tactics to counteract 
       this problem. Finally, he provides tips for implementing 
       the lessons learned in this course into your everyday 
       customer service routine. 
538    Latest version of the following browsers: Chrome, Safari, 
       Firefox, or Internet Explorer. Adobe Flash Player Plugin. 
       JavaScript and cookies must be enabled. A broadband 
       Internet connection. 
710 2  linkedin.com (Firm) 
914    LDC456351