BRL-105 Customer Service Management Solved Assignment 2023-2024

BRL-105 Customer Service Management Solved Assignment 2023-2024

TUTOR MARKED ASSIGNMENT (TMA)
Course Code : BRL–105
Course Title : Customer Service Management
Assignment Code : BRL–105/TMA/2023-24
Coverage : All Blocks

Maximum Marks: 100

Attempt all the questions.
(A) Short Type Questions
1. What do you understand by customer service? Discuss the
importance of customer service for a retailing organization.
(10)
2. What do you mean by preparation to sell? Explain the important
steps in “preparation to sell” with examples.
(10)
3. List out the perquisites of selling. Briefly explain each of them
with suitable examples.
(10)
4. What are the factors influencing the expected service quality of
the customers? Explain the determinants of service quality.
(10)
5. Explain the key areas of Customer Experience Management
(CEM). Discuss the benefits of CEM with examples.
(10)
6. Explain the various types of complainers. Discuss the
guidelines for handling consumer complaints.
(10)
7. Explain the importance of service recovery. Discuss the
different strategies for service recovery.
(10)
(B) Essay Type Questions
8. a) Define customer loyalty. Explain the factors affecting
customer loyalty by giving examples.
b) Discuss the types of customer loyalty.
(8+7)
9. What are the principles of a positive culture? How can
companies build positive culture among new employees.
Discuss with suitable examples.

BRL-105, BRL 105, BRL105