You need to manage customer expectations about deadlines. How can you keep them happy?

Managing customer expectations about deadlines involves transparently explaining the support process, including the steps involved and any potential delays that may occur. Communicating realistic timelines based on the complexity of the issue and available resources helps set clear expectations from the outset. Providing regular updates on progress and any adjustments to the timeline demonstrates proactive customer service and maintains trust throughout the support journey.

Great customer support builds trust. and that's all about clear communication as well as setting and managing expectations appropriately. The effort/work is still there, but you have to understand and set the tone to build trust with the customer (since they're relying on you to resolve their issue). So customers have to understand the process (whatever that may be) and you may need to explain it to them. Don't talk down when you're explaining it as that detracts from building trust. You can walk them through the process or talk them through it first. then navigate it with them. Ultimately, this will lead to building trust by saying what you're going to do, getting their "buy in" and then doing what you said.

One of the ways to manage customer expectations about deadlines is to explain the process behind your work. Another thing is to set clear and realistic expectations from the start. Always communicate progress, challenges and solutions to them.

One of the most common reasons that lead to customers' frustration is that they are not well-aware of the process behind the customer support and how things work behind the scene. So it is important for the customer support to educate them about the process and explain clearly what is going to take place. Once the customers could understand what is going on and what will begin after, their expectations will become more manageable and should we complete their required task before the deadlines, it will be beneficial for the business - clients relationship

Set clear expectations regarding turnaround times, response times, and availability to manage customer expectations proactively. Establish service level agreements (SLAs) if necessary to formalize expectations. Don't overpromise and underdeliver.

The best way to give 110% is to promise, 90.9%. If you think you have a viable way to go beyond expectations, say nothing until you *know* you have a viable way to go beyond expectations.

Be realistic and communicate clearly with the customers. Yes, they might be frustrated, but patience pays and with clear, reasonable communication, it pays well. Also, if you know a viable way to go beyond their expectation, DO NOT do anything until you are 100% sure that there is a way to go beyond their expectation and that is actually what the clients want.

Be proactive! Stay in contact with your client throughout the project - meaning, reach out to them before they reach out to you. Alternatively, you could schedule regular check-in meetings. And, if you anticipate a delay, let them know as soon as possible - no surprises or room for conflict. Revise the timeline immediately.

What is more to say about this? When the clients are not satisfied with the products or service provided, they will be frustrated. Apologize and take responsibility, even though you know that it might not be your or your business' fault. Express your sympathy and explain what happened in clear communication and understandable language. Avoid jargon, excuses and blaming others. The next step for service recovery is to offer a solution, a compensation. Be mindful that the value of your solution is adequate and reasonable to the mishap. Also, make sure that you deliver your promise and keep in touch with the client to show your genuineness.

When managing customer expectations, you have to remember that there are things out of your control and it’s not always possible to meet customer expectations. It is always possible to be open and honest.