Communication
Expectation Setting
Say what will happen, when, and what the customer must do — and stick to it.
Level: Beginner•Duration: 2–3 hours•Status: Coming Soon
What you'll learn
✓How to set realistic timelines (and what happens when you don't)
✓The components of a complete expectation (what, when, who does what)
✓How to reset expectations without losing face
✓Red flags that indicate an expectation will fail
Why this matters
Unclear expectations double re-open rates and frustration. Operators who set clear expectations own their tickets and reduce support costs.
Core frameworks & concepts
The Expectation Template: Action → Timeline → Responsibility → Confirmation
Common mistakes to avoid
âš Setting timelines you can't meet
âš Assuming the customer knows what to do next
âš Not confirming the customer understood
What you can do after completion
Set expectations that customers actually follow. Reduce re-opens and follow-up questions by 30%+.
Part of these career paths
This module is coming soon. Check back later for enrollment details.