With growing age, income, and ethnic diversity, customer expectations are also becoming more diverse. Therefore, it is becoming difficult to satisfy all customers with growing but divergent expectations. This course, taught by Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, suggests shaping customer expectations is as, if not more, important than exceeding customer expectations. There are three strategies to manage customer expectations: abandon the customer, accommodate the customer, and adjust customer expectations. Since not all customers are profitable, one must link managing customer expectations with profitability outcomes.
Managing Customer Expectations with Jagdish Sheth
Managing Customer Expectations with Jagdish Sheth
This course is part of Customer Centricity with Professor Jagdish Sheth Specialization
Instructor: Jagdish Sheth
Included with 
Gain insight into a topic and learn the fundamentals.
4.8
(17 reviews)
Beginner level
Recommended experience
7 hours to complete
3 weeks at 2 hours a week
Flexible schedule
Learn at your own pace
Skills you'll gain
- 4. Learn from human resource functions how to shape customer expectations in the same way that HR shapes employee expectations
- 5. Understand why abandoning customers with unrealistic expectations improves the bottom line
- 2. Understand why customers’ attitudes are becoming more divergent
- 3. Understand why shaping customer expectations requires a unique skillset
- 1. Learn how to segment based on customer expectations
Details to know
Shareable certificate
Add to your LinkedIn profile
Assessments
4 assignments
Taught in English
See how employees at top companies are mastering in-demand skills
Build your subject-matter expertise
This course is part of the Customer Centricity with Professor Jagdish Sheth Specialization
When you enroll in this course, you'll also be enrolled in this Specialization.
- Learn new concepts from industry experts
- Gain a foundational understanding of a subject or tool
- Develop job-relevant skills with hands-on projects
- Earn a shareable career certificate
Earn a career certificate
Add this credential to your LinkedIn profile, resume, or CV
Share it on social media and in your performance review
There are 2 modules in this course
Customer expectations are increasingly divergent. Therefore, companies must learn how to manage diverging expectations in addition to exceeding customer expectations. We are very selective with recruiting employees and we need to similarly be selective when choosing customers. Customer selectivity is very key for managing customer expectations and we need to learn to “fire” customers. For instance, airlines have banned unruly customers.
What's included
21 videos4 readings2 assignments3 discussion prompts
This module suggests how human resource practices and employee selection and retention can be an effective analog for customer selection and customer retention. Employee selectivity, career development, promotion, and retirement are useful to apply to customer selectivity, customer lifetime value, customer promotion, and customer retirement.
What's included
21 videos1 reading2 assignments1 peer review
Instructor
Offered by
Recommended if you're interested in Entrepreneurship
University of Illinois Urbana-Champaign
IE Business School
Coursera Instructor Network
Kennesaw State University
Why people choose Coursera for their career
Felipe M.
Learner since 2018
"To be able to take courses at my own pace and rhythm has been an amazing experience. I can learn whenever it fits my schedule and mood."
Jennifer J.
Learner since 2020
"I directly applied the concepts and skills I learned from my courses to an exciting new project at work."
Larry W.
Learner since 2021
"When I need courses on topics that my university doesn't offer, Coursera is one of the best places to go."
Chaitanya A.
"Learning isn't just about being better at your job: it's so much more than that. Coursera allows me to learn without limits."
Learner reviews
4.8
17 reviews
- 5 stars
94.11%
- 4 stars
0%
- 3 stars
0%
- 2 stars
0%
- 1 star
5.88%
Showing 3 of 17
HJ
5
Reviewed on Aug 20, 2023
One of the most tasking courses I have ever taken. Mind-blowing. An eye-opener. A must for all to understand people and markets!!!
New to Entrepreneurship? Start here.
Open new doors with Coursera Plus
Unlimited access to 10,000+ world-class courses, hands-on projects, and job-ready certificate programs - all included in your subscription
Advance your career with an online degree
Earn a degree from world-class universities - 100% online
Join over 3,400 global companies that choose Coursera for Business
Upskill your employees to excel in the digital economy
Frequently asked questions
Access to lectures and assignments depends on your type of enrollment. If you take a course in audit mode, you will be able to see most course materials for free. To access graded assignments and to earn a Certificate, you will need to purchase the Certificate experience, during or after your audit. If you don't see the audit option:
The course may not offer an audit option. You can try a Free Trial instead, or apply for Financial Aid.
The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.
When you enroll in the course, you get access to all of the courses in the Specialization, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile. If you only want to read and view the course content, you can audit the course for free.
If you subscribed, you get a 7-day free trial during which you can cancel at no penalty. After that, we don’t give refunds, but you can cancel your subscription at any time. See our full refund policy.