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
| Title Name |
BRL-105 Solved Assignment 2023-2024 |
| University | IGNOU |
| Service Type | Solved Assignment (Soft copy/PDF) |
| Course | Bachelor of Business Administration (BBA) in Retailing |
| Language | ENGLISH |
| Semester | 2023-2024 Course: BBA |
| Session | Valid from 1st July, 2023 to 30th June, 2024 |
| Short Name | BRL-105 |
| Assignment Code | BRL-105/TMA/2023-24 |
| Product | Assignment of BBA 2023-2024 (IGNOU) |
| Submission Date | 1. Those students who are appearing in December exams. They should download the assignment and submit the same latest by 15th October. 2. Those students who are appearing in June Term End Examination they have to submit the assignment latest by in 15th March. |
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.
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