July 2013
Beginner
248 pages
5h 5m
English
book
Managing Expectations: Working with People Who Want More, Better, Faster, Sooner, NOW!
by Naomi Karten, Gerald M. Weinberg
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10. Set Uncertainty-Managing Service Standards
Respect your customers’ wait state
Often, the hardest thing for customers to cope with is not knowing what to expect. Even when you are hard at work doing exactly what you promised, customers wonder, Did they get my message? When will they get back to me? When will my problem be fixed? How long do I have to wait?
Recognizing how unsettling this type of uncertainty is for customers, and taking action to reduce it, are important elements of managing expectations. Just knowing how long they will have to wait for some anticipated action to take place, such as the arrival of someone who can help, is sometimes more important to customers than whether that duration is desirable or convenient. Not knowing ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.