The final Lynda.com training video in this installment of the User Services Training Employee Advisory Council (USTEAC) series focuses on managing customer expectations. This video can be viewed individually with the option to complete the module and apply what you have learned to your daily work.

The USTEAC recommended list of videos and modules for the 11-week professional development series is available for viewing at any time.

Week 11
The Manager’s Guide to Managing Customer Expectations
“Customer service managers may not be on the front lines, but they can create systems and processes that help ensure that the organization’s service promises match what it actually delivers.” The video entitled Understand the impact of unpleasant surprises is a great way to start this 26-minute course.