BRL-004 Customer Service Management SOLVED ASSIGNMENT 2021-2022

Contents

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

Title Name	BRL-004 Solved Assignment 2021-2022
University	IGNOU
Service Type	Solved Assignment (Soft copy/PDF)
Course	Bachelor of Business Administration (BBA) in Retailing
Language	ENGLISH
Semester	2021-2022 Course: BBA
Session	July 2021 and January 2022
Short Name	BRL-004
Assignment Code	BRL–004/TMA/2021-22
Product	Assignment of BBA 2021-2022 (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

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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.