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Quality Customer Care

Quality Customer Care

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Published by Sohailuddin Alavi
This training pack is designed to encourage you increase your skills in customer care by gaining deeper understanding of customers¡¦ characteristics, behavior, etc. Effective and efficient customer care has enabled business achieve greater customer satisfaction, increased profits, and competitive advantage.

This training pack is designed to encourage you increase your skills in customer care by gaining deeper understanding of customers¡¦ characteristics, behavior, etc. Effective and efficient customer care has enabled business achieve greater customer satisfaction, increased profits, and competitive advantage.

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Published by: Sohailuddin Alavi on May 06, 2012
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10/09/2013

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Quality Customer CareTraining Pack 
 Author
Sohailuddin ALAVI
International Training Adviser, AIBF(International Expert in Capacity Building and Institutional Development)March 2012
 
 
1
 Afghanistan Institute of Banking and Finance (Author, Sohailuddin ALAVI) March 2012
Quality Customer Care Training Pack 
Author’s Profile
 
ALAVI, Sohailuddin
He is a capacity building and institutional development expert. He brings learning through workinginternationally for more than 28 years. Through the years he has unleashed skills in document writing,proposal development, critical thinking and creativity. His career spans over 28 years of learningIn his initial career he has worked in a Pakistani bank as trainer, coordinator and training manager formanagement development programs for almost 15 years. Later he established his own institutionalmanagement and training consultancy. As consultant he has had conducted numerous managementtraining workshops both in Pakistan and Afghanistan. Besides, he has had worked on many institutionaldevelopment projects in the corporate, development sector and the Govt. departments, as consultant.He has taught for more than ten years in the undergraduate and post graduate programs of ShaheedZulfikar Ali Bhutto Institute of Science and Technology, Faculty of Management Sciences and KarachiUniversity Business School, Pakistan. He has written extensively in management, leadership, organization-behavior; business ethics, and entrepreneurial development for professional magazines, authored booksand training manuals.Personal Contact Details:Email: sohailuddinalavi@yahoo.comPublic Profile: http://pk.linkedin.com/pub/alavi-sohailuddin/44/ab4/997  Cell No. 00 92 (0) 333 213 87 42Karachi, Pakistan
 
 
2
 Afghanistan Institute of Banking and Finance (Author, Sohailuddin ALAVI) March 2012
Quality Customer Care Training Pack 
TABLE OF CONTENTS
Chapter No Title1.
 
What is in there for YOU! 022.
 
Must we improve customer service 033.
 
Who is a Customer 044.
 
Why Customers are Important 055.
 
Customer Needs and Expectations Analysis 076.
 
Typical Selling Strategy Building Analysis 097.
 
Universal Customers’ Expectations
108.
 
Know your Competitive Advantage 119.
 
Customer Satisfaction Dynamics 1210.
 
Serving Customers Right 1411.
 
Personal Keys to Customer Care 1512.
 
Case Study ILosing Customer: a diagnostic analysis 1713.
 
Case Study IIRevisiting Business 1814.
 
Managing Change: Learning cultures

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