Exam Details
| Subject | Customer Service Management | |
| Paper | ||
| Exam / Course | Diploma inRetailing | |
| Department | School of Management Studies (SOMS) | |
| Organization | indira gandhi national open university | |
| Position | ||
| Exam Date | December, 2016 | |
| City, State | new delhi, |
Question Paper
1. Explain the classification of the customer service. Substantiate your answer with examples.
2. Describe various ways of dealing with the customer objections.
Describe the skills required to fulfill customer expectation.
Why do customers buy from the competitors?
4. What is service quality? Distinguish between technical quality and functional quality of service.
5. What do you mean by customer loyalty? Discuss the factors affecting customer loyalty.
6. Describe various reasons for customer grievances.
What are the benefits of service recovery?
How can you provide effective service recovery
8. Write short notes on any two of the following:
Barriers to customer service.
Complaint management.
Team work.
Cost of losing a customer.
2. Describe various ways of dealing with the customer objections.
Describe the skills required to fulfill customer expectation.
Why do customers buy from the competitors?
4. What is service quality? Distinguish between technical quality and functional quality of service.
5. What do you mean by customer loyalty? Discuss the factors affecting customer loyalty.
6. Describe various reasons for customer grievances.
What are the benefits of service recovery?
How can you provide effective service recovery
8. Write short notes on any two of the following:
Barriers to customer service.
Complaint management.
Team work.
Cost of losing a customer.
Other Question Papers
Departments
- Centre for Corporate Education, Training & Consultancy (CCETC)
- Centre for Corporate Education, Training & Consultancy (CCETC)
- National Centre for Disability Studies (NCDS)
- School of Agriculture (SOA)
- School of Computer and Information Sciences (SOCIS)
- School of Continuing Education (SOCE)
- School of Education (SOE)
- School of Engineering & Technology (SOET)
- School of Extension and Development Studies (SOEDS)
- School of Foreign Languages (SOFL)
- School of Gender Development Studies(SOGDS)
- School of Health Science (SOHS)
- School of Humanities (SOH)
- School of Interdisciplinary and Trans-Disciplinary Studies (SOITDS)
- School of Journalism and New Media Studies (SOJNMS)
- School of Law (SOL)
- School of Management Studies (SOMS)
- School of Performing Arts and Visual Arts (SOPVA)
- School of Performing Arts and Visual Arts(SOPVA)
- School of Sciences (SOS)
- School of Social Sciences (SOSS)
- School of Social Work (SOSW)
- School of Tourism & Hospitality Service Sectoral SOMS (SOTHSM)
- School of Tourism &Hospitality Service Sectoral SOMS (SOTHSSM)
- School of Translation Studies and Training (SOTST)
- School of Vocational Education and Training (SOVET)
- Staff Training & Research in Distance Education (STRIDE)
Subjects
- Buying and Merchandising
- Buying And Merchandising - II
- Customer Service Management
- Customer Value Management
- Human Resources
- It-Enabled Retailing
- Overview of Retailing
- Retail Management Perspectives Communication
- Retail Marketing and Communication
- Retail Operation And Store Management II
- Store Organisation-1
- Visual Merchandising And Store Management