During the conversation, it's common to encounter situations where customers slip away. So, how can you effectively retain your customers? First, you need to lower the customer's expectations and see if a deal can be reached. If not, you should reset the customer's expectations.
TSR (Technical Support Representative) needs to understand the customer's expectations, the origin of these expectations and their changes, as well as the priority of different expectations. After understanding these, an important skill to learn is how to effectively set more realistic expectations for the customer that are likely to be achieved.
The Purpose of Resetting Expectations
Setting customer expectations means informing your customer...