Things can go wrong in a hurry if you don’t manage customer expectations.

Read customer service expert, Jeff Toister’s firsthand account of what could have been a very bad experience. Find out what the manager did, why it worked, and how you can use the same technique with your customers.

In his blog, Toister includes a link to his training video on Lynda “How to Manage Customer Expectations for Frontline Employees.” As a Penn State employee, you have access to all Lynda training and learning videos for free when you sign in using your Penn State access ID.

– submitted by Carmen Gass, User Training Services