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What you will learn ?

  • Understand the importance to deliver as per customer expectations
  • Acknowledge the factors that shapes customer expectations
  • Learn how to effectively manage customer expectations
  • Learn to how to regularly exceed customer expectations


  • Employees from all level of the organization.


86% buyers will pay more for a better customer experience, but only 1% customers feel that the vendors consistently meet their expectations. (Source: Forbes)
Individuals and organizations continue to do business with organizations that deliver on what they promise and treat customers fairly. Unfortunately, customers stop doing business with a vendor primarily due to failure to deliver as per minimum expectations. Thus, an individual has far more potential to develop long lasting relationships and future business success by managing customer expectations in a consistent way.
In this interactive session, the participants will be exposed to the information and tasks to reveal the dynamics that create customer expectations and how to effectively manage by nurturing those factors to bring positive impact on their own domains.

Course content:

1. Meaning and types of service expectations
2. Factors that influence customer expectations
3. Issues involving customer expectations
4. Successfully managing customer expectations 


Mohammad Mubir
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  • 1 Students
  • 13 Courses

Mohammad Mubir Mahmud Chowdhury

  • Co-Founder and Lead Consultant, Beyond Rationale; Co-Founder, Di
  • Job role and Personal Profile Analysis Customer Experience Management Net Promoter System (NPS) Lean Six Sigma methodology (continuous improvement) Proactive customer feedback mechanism Co-creation panel Key Account Management B2B sales and relationship management Direct Sales Project Management

With over 15 years of professional experience, Mr. Md. Mubir M. Chowdhury is an expert in Customer Experience Management, B2B sales, and customer relationship management, and business communications.

He is the Co-Founder & CEO of Humac Lab Ltd. which has already created award winning products. He is also a promoter of Customer Experience Management concept along with playing an anchor role in the CEM training and consultancy field of Bangladesh.

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