Topic: Excellence in Customer Service - Setting and Managing Customer Expectations No matter how high the quality of your products and services are, if the expectations of your customer are not met, you will fail at customer satisfaction. Setting and managing those expectations is the most critical piece to maintaining great customer satisfaction. If you don’t set and manage your customer’s expectations, they will do it for you! Through real world examples we will explore the methods we can use to set expectations up front and manage them throughout our transaction with the customer. Subtopics include: •The Three Types of Expectations – Explicit, Implicit, Hidden •Engineering Customer Expectations •Influencing Expectations •The Delta Principle •Reviewing and Managing Expectations •The Platinum Rule •The Sunset Rule •Behavioral Styles Speaker: Tom Seals - Infrastructure Manager, Black Box Network Services. Tom Seals has been working at Sandia National Labs for 19 years and during that time has had experience in all positions in the Computer Support Unit (CSU) organization including Tech, Tech Lead, Team Lead and 11 years as Desktop Support Manager and Organizational Manager of the Corporate Computing Help Desk. Currently Tom is Infrastructure Manager with Black Box. He has been involved in the computer and electronic service industry for over 37 years as service representative, technical trainer, and manager. This presentation will help you to set and manage expectations for not only your customers, but also your coworkers, staff, significant other, and more! We hope you can make it! Cheers, HDI Rio Grande Chapter