Focus on the Basics: Clear Communication and Expectations to Build Trust

Discover how clear communication and well-defined expectations can build trust, empower teams, and enhance customer experiences—join us for this insightful session about how the basics are anything but!

May 22, 2025 9:00 AM - 2:00 PM

Description

Trust is the foundation of exceptional customer service, whether you’re engaging with external customers or collaborating with internal teams. At the core of trust lies clear communication and well-defined expectations. When customers know what to expect and feel heard, they are more likely to stay engaged, satisfied, and loyal. Likewise, when employees are empowered with the right information and enabled with clear guidance, they can deliver consistent, customer-centric experiences. By focusing on these fundamentals, organizations can strengthen relationships, drive efficiency, and create a culture of accountability that supports long-term success.

Despite its simplicity, getting communication and expectations right is a challenge. Misalignment between teams, unclear policies, and inconsistent messaging can lead to confusion, frustration, and eroded trust. Without a shared understanding of roles, responsibilities, and service commitments, even well-intentioned employees may struggle to meet customer needs effectively. Compounding this, organizations often prioritize speed over clarity, leading to reactive rather than proactive service. To truly build trust, businesses must ensure that communication is not only frequent but also meaningful and aligned across all touchpoints.

Bruce Temkin, the founder of Humanity at Scale, will kick us off with some research on trust. How it works, how it erodes, and how it can be built, or rebuilt.

Join us for this insightful session, where we’ll explore practical strategies to improve communication, set clear expectations, and cultivate a culture of empowerment, enablement, and accountability. Through real-world examples and expert insights, you’ll gain actionable takeaways to enhance both internal collaboration and customer interactions. Don’t miss this opportunity to sharpen your customer service approach—register today!

Participate in Customizing the Agenda: You’ll have the opportunity to play an active part in shaping the agenda for this session – and to maximize its relevance for you – by suggesting and selecting topics for breakout discussions. Once the agenda is complete, you choose the discussions you want to join. This will be a highly interactive session, so come prepared to share your questions, challenges, and insights!

Online Streaming Available: If you can't make it to the event in person (or if in-person registration has reached capacity), you can still register to attend online. This option allows you to view the presentations, while attending in person provides you with the opportunity to participate in breakout discussions, ask questions or take advantage of networking opportunities. To attend virtually, click the "Register for virtual" button on this event's homepage. You will receive a confirmation email with the link to join a week before the meeting, and you can find the link to join on this page as well.

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Additional Information

Location: Pyle Center, UW-Madison (In-person); Zoom (Virtual)
Location Address: 702 Langdon Street, Madison, WI 53706

Contact: Events Team, events@uwebc.wisc.edu