Dear students, get fully solved assignments
by professionals
Do send your query at :
or call us at : 08263069601
(Plagiarism proofed assignments available with 100% surety and refund)
Customer Care Management
Maximum
Marks: 80
Instruction to Candidates:
1) Section - A – Attempt any 10
2) Attempt any six questions from Section -
B.
Section-A
Q1) (10 × 2 = 20)
a) What is the importance of customer feedback system?
Answer:
Customer feedback helps organizations understand
b) Define service encounters.
Answer:
Service encounters are the interactions between a
c) Who is a customer?
Answer:
A customer is an individual or business that purchases
d) Define Transaction analysis.
Answer:
Transaction analysis refers to examining customer
e) What is service quality?
Answer:
Service quality is the measure of how well a
f) Mention 2 customer feedback tools.
Answer:
1. Online
surveys (e.g., Google Forms
g) Define customer delight.
Answer:
Customer delight is when a company exceeds
h) Differentiate between internal and external customers.
Answer:
·
Internal Customers
are employees or
i) As a manager of a service firm, what would you do to encourage
customer feedback?
Answer:
I would implement easy and accessible feedback channels (
j) How would you handle an angry customer?
Answer:
I would listen actively, remain calm, empathize with their issue,
k) What qualities are required in a customer care executive?
l) List down the basic telephone etiquettes.
m) Enlist the key areas of customer care.
n) Mention the role of customer care in after sales support to the
customer.
o) Why are some service providers better than others.
Section-B
(6 ×10 = 60)
Q2) Discuss how organizational culture affects the customer care
philosophy.
Answer:
Organizational culture plays a significant role in shaping a company’s customer
care philosophy, as it influences how employees engage with customers,
prioritize service quality, and align their behavior with the company’s values.
Here’s how it affects customer care
Q3) What are the possible reactions of a dissatisfied customer? Devise a
way to handle each reaction.
Answer:
When customers are dissatisfied, they may exhibit a variety of reactions. The
key is to handle each reaction with patience, empathy, and professionalism.
- Complaints:
- Reaction: Customers may
express dissatisfaction by formally complaining about the service or
product.
- How to Handle: Listen attentively,
acknowledge the issue, empathize with the customer, apologize for the
inconvenience, and offer a solution or compensation. Follow up to ensure
resolution
Q4) “The job of a customer care executive
requires a lot of patience.” Discuss this statement and explain in detail the
multifarious job of a Customer care executive.
Answer:
Patience in Customer Care:
The job of a customer care executive indeed requires a great deal of patience,
as they are often the first point of contact for customers who are frustrated,
confused, or facing issues. The role demands the ability to manage emotionally
charged situations while maintaining a calm, professional demeanor.
Key Aspects of
the Customer Care Executive’s Role:
- Handling Complaints
and Queries:
- A customer care
executive’s primary responsibility is to listen carefully to customer
complaints or inquiries, understand their needs, and offer solutions or
explanations. This requires not only patience but also
Q5) Explain the important responsibilities of the Customer care
executive in airlines.
Answer:
The role of a customer care executive in the airline industry is crucial, as
they interact with customers at various stages of their journey. Their
responsibilities include:
- Pre-Flight Assistance:
- Providing customers
with information regarding flight schedules, booking procedures, baggage
policies, and cancellations or delays.
- Managing Reservations:
Q6) Describe the various concepts of customer care.
Answer:
Customer care encompasses several key concepts that guide businesses in
providing exceptional service. These concepts include:
- Customer-Centric Approach:
- A customer-
Q7) Describe
the key areas of customer care taking example from the hotel industry.
Answer:
Customer care in the hotel industry is a critical component that directly
influences guest satisfaction, loyalty, and the overall reputation of the
hotel. The key areas of customer care in the hotel industry include:
1.
Reservation
Q8) Write short note on Manners and Etiquettes in service
organizations.
Q9) Explain the complaint management system of a service
organization.
Q10) Dissatisfied customers cause a great loss to an organization.
Comment.
Q11) What is the importance of interpersonal skills in customer
care?
Q12) Describe the role of customer care in sales and promotion of
the
service.
Q13) Describe some strategies to delight customer of an airline.
Dear students, get fully solved assignments
by professionals
Do send your query at :
or call us at : 08263069601
(Plagiarism proofed assignments available with 100% surety and refund)
No comments:
Post a Comment
Note: Only a member of this blog may post a comment.