Expectations? What expectations?
'As another illustration of the importance of listening he revealed than 70% of support calls to Telstra come about because customer expectations have not been correctly set.'
Oh, they must have been the customers who expected to have their problems resolved by support staff who knew what they were talking about.
Attention Mr Ossipoff: Try spending some time on Whirlpool or NotGoodEnough to get a bit of feedback that hasn't been sanitised before it gets to your office.