Expectations, delays and ownership
Give realistic timelines, update before you're chased, and own the case until it's resolved.
- Level
- Intermediate
- Length
- About 30 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 1 Oct 2026
Skills you'll practise
- Set realistic expectations with specific times
- Update customers before deadlines pass
- Take ownership of a case end to end
- Choose a good update from a case timeline
Course outline
- 1.Expectations, delays and ownershipVideo · 1 min
- 2.Under-promise, over-communicateLesson · 12 min
- 3.Building estimates you can keepLesson · 14 min
- 4.Tracking promises and updating proactivelyLesson · 12 min
- 5.Expectations, delays and ownership: knowledge checkKnowledge check · 15 questions
- 6.Angry customer: order missed the openingScenario
- 7.Final exam7 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- General customer-service and support practice (listening, de-escalation, ownership)
See it with your own jobs and topics
Tell us about your team and we'll walk you through setup, from choosing jobs to your first skills check.