Your testing results don't meet client expectations. How will you navigate this challenging situation? (original) (raw)

Step into Their Shoes. Be All Ears. De-escalate If necessary Be Transparent. Take Ownership. Iron Out The Next Steps. Follow Through. Do's & Don'ts of Dealing with a Customer Who Has Unrealistic Expectations. The first step to managing client expectations is to understand what your client wants and why. This means asking questions, listening actively, and clarifying any ambiguities or gaps in the project scope, deliverables, timeline, budget, and communication methods. The best steps to take if a customer's expectations are not met are to listen, acknowledge the problem, ask questions, and determine a solution that the customer and store can agree to. Apologize for the issue and show the customer the store policy for returns and exchanges.