Explain how this Snapshot From Practice relates to customer service?
From Project Management: The Managerial Process, Sixth Edition:
Snapshot From Practice-Managing Expectations: Dorothy Kirk, a project management consultant and program manager with Financial Solutions Group of Mynd, offers several keen insights about the art of managing stakeholder expectations: ...expectations are hardy. All they need to take root is the absence of evidence to the contrary. Once rooted, the unspoken word encourages growth. They can develop and thrive without being grounded in reality. For this reason, project managers do daily battle with unrealistic expectations. She goes to offer several tips for managing expectations: 1. The way you present information can either clarify or muddy expectations. For example, if you estimate that a task will take 317 hours, you are setting high expectations by your precision. The stakeholder is likely to be unhappy if it takes 323 hours. The stakeholder will not be unhappy with 323 hours if you quoted an estimate of 300-325 hours. 2. Recognize that it is only human nature to interpret a solution in one's best interest. For example, if you tell someone it will be done by January, you are inclined to interpret it to your advantage and assume you have the end of January, while the other person believes it will be done January 1st. 3. Seize every opportunity to realign expectations with reality. Too often we avoid opportunities to adjust expectations because we hold onto a false hope that things will some how work out. 4. Do not ask for stakeholder suggestions for improvement if you do not intend to do something with their input. Asking for their input raises expectations. 5. Dtate the obvious. What is obvious to you may be obscure to others. 6. Don't avoid delivering bad news. Communicate openly and in person. Expect some anger and frustration. Do not get defensive in return. Be prepared to explain the impact of the problems. For example, never say the project is going to be late without being able to give a new date, Explain what you are doing to see that this does not continue to happen. All stakeholders have expectations about the schedule, cost, and project benefits. Project managers need to listen for understanding, and manage these expectations.
Explain how this practice relates to customer service?