Proactive Expectation Management

PROGRAM DESCRIPTION

Join Sales Assembly and Tracie Dempsey for Proactive Expectation Management, part of the Conflict Resolution certification.

This program focuses on preventing conflict by setting and maintaining clear expectations across the customer lifecycle. Participants learn proactive communication frameworks to surface friction points, align on outcomes, and create predictability. Emphasis is on building credibility and minimizing downstream risk through consistency.

WHAT YOU’LL WALK AWAY WITH

• Escalations come from people, not products: miscommunication and over-promising are preventable.
• Clean handoffs: standardize the sales-to-CS handoff so CS doesn’t learn what was promised from the customer.
• Spell out the SLAs: define response times, channels and cadence before the 10 PM text happens.
• The polite no: say no with an alternative instead of saying yes and failing to deliver.
• Micro-setting: end every interaction with who, what and when, not “I’ll look into that.”
• A learner takeaway guide with two exercises for that week and ready-to-use AI prompts.

FROM A PREVIOUS SESSION

81 attended ◦ 4.66/5 average rating

“I really appreciate Tracie as a speaker – sharing content in a way that companies of various sizes can understand and apply to their work.” Senior Account Manager

Watch a clip from the last session

ADDITIONAL INFO TO KNOW

This program was built in collaboration with one of our Executives-in-Residence. To earn the certification, complete all required live programs (in any order) and be live on Zoom for at least 40 minutes of each. The program is open to all employees of Sales Assembly member companies who are logged in to their account (for help, email support@salesassembly.com), and all registrants comply with our Terms and Conditions.