Contents
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. |
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
