Simply put, managing the expectation of your Customers is just keeping your promises, every time you make them.

Expectation Managment focuses on where and when you make those promises and ensures that you have the process and people skills to make sure they are met.

Critical Situation Management gives you an approach to handle the times when things don't go to plan. Sometimes your best Customers develop from the nightmare scenario, if you handle them well!

For more on inspiration and creativity see Findingmax

"The CSI programme(Creativity, Service and Influence) has helped us to take our levels of service to the next stage, by being more pro-active with our Customers. It offers our marketing staff development opportunities unrivalled in the Recruitment Industry"