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Managing Expectations: Working with People Who Want More, Better, Faster, Sooner, Now!
 
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Managing Expectations: Working with People Who Want More, Better, Faster, Sooner, Now! (Paperback)

by Naomi Karten (Author)
5.0 out of 5 stars See all reviews (2 customer reviews)

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Product details

  • Paperback: 240 pages
  • Publisher: Dorset House Publishing Co Inc.,U.S. (17 May 1994)
  • Language English
  • ISBN-10: 0932633277
  • ISBN-13: 978-0932633279
  • Product Dimensions: 22.4 x 15.4 x 1.8 cm
  • Average Customer Review: 5.0 out of 5 stars See all reviews (2 customer reviews)
  • Amazon.co.uk Sales Rank: 258,627 in Books (See Bestsellers in Books)

    Popular in this category:

    #80 in  Books > Business, Finance & Law > Sales & Marketing > Market Research

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Product Description

Review
." . . some people in the industry are beginning to realize that we are not in the toy business, but the service business. . . . "One of the earliest of those few visionaries is Naomi Karten, author of Managing Expectations. . . . "We thought that as our technical prowess grew, our customers would be happier, but they aren't. To match our increasing ability to produce excellent systems, we need to increase our ability to manage our customers' expectations. Naomi Karten's pioneering book teaches us how to do it."

Synopsis
The author is a speaker and seminar leader with experience in technical and customer support and management, and with a background in psychology. She interweaves anecdotes with spelled-out guidelines on such topics as guarding against conflicting messages, keeping jargon to a minimum, listening persuasively, gathering information, and understanding

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Customer Reviews

2 Reviews
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Average Customer Review
5.0 out of 5 stars (2 customer reviews)
 
 
 
 
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1 of 1 people found the following review helpful:
5.0 out of 5 stars A useful guide to create good understandings with others., 10 Dec 1998
By A Customer
Managing Expectations is a book for everyone who deals with customers or other people with expectations. Using a customer service model, Ms. Karten describes the ways in which people successfully and unsuccessfully manage what people expect. She advises on how to create better working relationships by fostering clearer understandings of the circumstances and limitations which exist in any situation.

Failure to manage expectations often has catestrophic consequences to projects and relationships. Those who want to build long-term relationships and successful projects will consider the cautions and advice presented here.

Ms. Karten uses gentle humor and warmth to tell us the lessons that we need in order to better communicate what we know to our clients.

People who are clients can also use this book to better understand the process of working collaboratively.

It's a fine book for evoking new insights and inspiring better communication.

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1 of 1 people found the following review helpful:
5.0 out of 5 stars A useful guide to create good understandings with others., 10 Dec 1998
By A Customer
Managing Expectations is a book for everyone who deals with customers or other people with expectations. Using a customer service model, Ms. Karten describes the ways in which people successfully and unsuccessfully manage what people expect. She advises on how to create better working relationships by fostering clearer understandings of the circumstances and limitations which exist in any situation.

Failure to manage expectations often has catestrophic consequences to projects and relationships. Those who want to build long-term relationships and successful projects will consider the cautions and advice presented here.

Ms. Karten uses gentle humor and warmth to tell us the lessons that we need in order to better communicate what we know to our clients.

People who are clients can also use this book to better understand the process of working collaboratively.

It's a fine book for evoking new insights and inspiring better communication.

Comment Comment | Permalink | Was this review helpful to you? Yes No (Report this)


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