BRL-004 Customer Service Management Solved Assignment 2021-2022

BRL-004 Customer Service Management

Solved Assignment 2021-2022

TUTOR MARKED ASSIGNMENT (TMA)
Course Code : BRL–004
Course Title : Customer Service Management
Assignment Code : BRL–004/TMA/2021-22
Coverage : All Blocks

Attempt all the questions.
(A) Short Type Questions
1. Describe the concept of ‘Single Bagger’ and ‘Double Bagger’? Distinguish
between them.
(10)
2. What are the various kinds of customer services? Discuss with the help of
examples.
(10)
3. Write notes on the following?
a) Means of identifying the customer needs
b) Changing customer expectations
(10)
4. List out the perquisites of selling. Briefly explain each of them. (10)
5. What are the various’ customer contact points? Explain their importance
for a Retailer?
(10)
6. What do you mean by service quality management? Describe its benefits
for a retail organization?
(10)
7. Explain the different types of loyalty programmes giving suitable
examples.
(10)
(B) Essay Type Questions
8. How can a company build a positive culture among employees in a Retail
Store? Discuss with examples.
(15)
9. Explain the guidelines that you will follow in handling customer
complaints with examples.

BRL-004, BRL-04, BRL-4, BRL4, BRL 4, BRL 004, BRL 04, BRL004, BRL