What approach is suggested for managing expectations during customer interactions?

The suggested approach for managing expectations during customer interactions involves utilizing "What else?" to empower customers. This technique encourages open dialogue and allows the customer to express additional concerns or needs they may have. By doing so, it creates an environment where customers feel heard and valued, which can enhance their overall experience. Asking "What else?" not only shows a willingness to assist but also helps in uncovering any hidden issues or expectations that may not have been initially discussed, leading to a more comprehensive understanding of the customer’s needs.

In contrast, being informative and direct, while valuable, may not fully engage the customer in a way that invites further discussion about their expectations. Avoiding difficult conversations can lead to misunderstandings or unaddressed issues, negatively impacting customer satisfaction. Solely communicating through formal channels may limit the opportunity for a personal touch and rapport-building that can be crucial for effectively managing expectations.