Managing Expectations in Australia Training Course

The Managing Expectations Training course is a true lightbulb moment. Everyone gets to see the organisation from another perspective. For instance, the Managing Expectations inhouse workshop was delivered over 3 weeks for a large retail outlet in 2025. The CEO was gob-smacked at how their customers perceived the products and service compared to their expectations.

It’s like an artist being besotted with their art. What they see is different to what others see. How do you know what others see and expect? Do the course and remove the blinkers .

Managing Customer & Employee Expectations

In this bespoke Managing Expectations workshop, 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!

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.

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What Our Previous Participants Think About The Managing Expectations in Australia Training Course

Key Learning Outcomes

Your tailored Managing Expectations workshop will give participants the skills 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

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
Understand how customers form expectations in their mind
Discuss the #1 communication mistake that causes disappointment
Calibrate the robustness of your service recovery system

Managing Expectations In-House Program Details

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: Can be adapted to fit your timeframe.
Cost: Upon request.
Target Audience: Can be developed for supervisors, team leaders and/or senior management.

Ph: 1300 323 752, Email:[email protected]

What you receive within 24 hours at no cost:

A program outline
A bio of a proposed facilitator
Program cost
Possible dates (if requested)

The course was very informative and it presented exceptionally well!

Kelvin Muchiri

Really found inspiration and hope in what Michelle provided

Rhonda Rees

Amazing course! Engaging, fun and learnt so much. Thank you always.

Kate Bartlett

Tom was a fabulous trainer very knowledgeable and able to provide practical real life examples and tools that will prove extremely useful.

Vicki Hutchinson

Best every course

Yonas Masrsha Tesfaye

Dr Marny Lishman crated an amazing space that not only was open, safe and caring, but gave insight into many different aspects of resilience. She apprieciated different perspectives and opened discussions that were supported and wise. The presentation was targeted and had the perfect balance of knowledge and reflection. I would encourage this workshop for any team, especially those preparing of have gone through organisational change!

Ethan Calleja

Did this course in a session at Professional Services Review Training .Very helpful especially in my work in Public Health .Lots of useful ‘tips and tricks ‘

Nedra Vanden Driesen