BRL-004 Customer Service Management Solved Assignment 2020-2021

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BRL-004 Customer Service Management

Solved Assignment 2020-2021

Course Code : BRL-004
Course Title : Customer Service Management
Assignment Code : BRL-004/TMA/2020-2021
Coverage : All Blocks

SKU: BRL-004 Categories: , ,

Description

BRL-004 Customer Service Management

Solved Assignment 2020-2021

Course Code : BRL-004
Course Title : Customer Service Management
Assignment Code : BRL-004/TMA/2020-2021
Coverage : All Blocks

Title Name BRL-004 Solved Assignment 2020-21
University IGNOU
Service Type Solved Assignment (Soft copy/PDF)
Course Bachelor of Business Administration (BBA) in Retailing
Language ENGLISH
Semester 2020-2021 Course: BBA
Session 2020-21
Short Name BRL-004
Assignment Code BRL-004/TMA/2020-2021
Product Assignment of BBA 2020-2021 (IGNOU)
Submission Date You have to submit the assignment of all the courses to The Coordinator of your Study Centre.
For appearing in June Term-end Examination, you must submit assignment to the Coordinator
of your study centre latest by 15th March. Similarly for appearing in December Term-end
Examination, you must submit assignments to the Coordinator of your study centre latest by 15th
September.
Price RS.150

Attempt all the questions
(A) Short Answer Type Questions
1. What do you mean by customer service ? Discuss the impact of good and
bad customer service on the customers. Substantiate your answer with
suitable examples.

(4+6)
2. (i) Describe the importance of product knowledge.
(ii) How can you build product knowledge in a retail outlets.
(5+5)
3. Explain the factors which influence service quality expectations of the
consumers relating to retail organization.

(10)
4. Explain the key areas of Customer Experience Management. (10)
5. Describe the importance of customer loyalty with examples. (10)
6. What do you mean by customer grievance? Discuss the reasons for
customer grievances. Substantiate your answer with examples.

(3+7)
7. Write notes on the following?
(i) Employee training
(ii) Types of customer personalities
(5+5)
(B) Essay Type Questions
8. What do you mean by customer objections ? Explain various ways for
handling customer objections.

(3+12)
9. How can you understand the customers based on time, type, talk and tone ?
Explain the characteristics of customers based on the above criteria along
with the techniques to handle them.

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

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