BRL-105 EM 2025-26 SOLVED ASSIGNMENT

Description

TUTOR MARKED ASSIGNMENT (TMA)
Course Code : BRL–105
Course Title : Customer Service Management
Assignment Code : BRL–105/TMA/2025-26

Attempt all the questions. (A) Short Type Questions

1. Explain the types of customer service. Discuss in detail various parameters that help in good customer service? (10)
2. What are the different means of identifying customer needs. Write a brief note on changing Customer expectations? (10)
3. What do you understand by service quality? Briefly explain the benefits of service quality management to the retail organisations. (10)
4. Explain key areas of customer experience management. Discuss the importance of customer experience management. (10)
5. Discuss the significance of customer loyalty. Briefly explain latest trends in customer loyalty. (10)
6. Explain the reasons for customer grievances? Discuss in brief the complaint management process. (10)
7. Write short notes on the following:
8. a) Service Recovery. b) Employee Training. (5+5)

(B) Essay Type Questions

8. a) Explain the Service Marketing Triangle. Discuss the objectives and areas of internal marketing.
9. b) Define organisational culture. Describe the principles of a positive culture? (8+7)
10. Explain the importance of word of mouth communication for a retailer. Discuss the challenges in customer communication. Give suitable examples.