BRL-105 Customer Service Management in English Solved Assignment 2024-2025

BRL-105 Customer Service Management Solved Assignment 2024-2025

TUTOR MARKED ASSIGNMENT (TMA)
Course Code : BRL–105
Course Title : Customer Service Management
Assignment Code : BRL–105/TMA/2024-25
Coverage : All Blocks

Attempt all the questions.
(A) Short Type Questions
1. Explain the importance of customer service. Discuss in detail various
barriers which adversely influence good customer service?
(10)
2. What are the prerequisites for selling from a salesperson’s point of view.
Discuss selling technique in a fast-food retailing, ex. Mcdonald’s?
(10)
3. Explain various types of customer personalities. Discuss closing methods
that may work with different personalities.
(10)
4. What do you understand by service quality. Explain in brief the
determinants of service quality.
(10)
5. Explain the types of customer loyalty. Describe the ways through which
customer loyalty can be effectively built.
(10)
6. What is service recovery? Explain the key benefits of service recovery
strategy.
(10)
7. Write short notes on the following:
a) Internal marketing.
b) Teamwork.
(5+5)
(B) Essay Type Questions
8. a) Explain the need and importance of customer innovation in customer
services? Discuss strategies for customer service innovation.
b) Differentiate between product innovation and service innovation?
(8+7)
9. Describe the process of empowering customer services. Explain the
advantages and disadvantages of empowering customer service.

BRL-105, BRL 105, BRL105