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
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