Ques 1.

Explain the importance of customer education. What are the pitfalls that might come in the process of educating the customers?

Ques 2.

What do you understand by team work. Discuss the essential attributes of a successful team?

Ques 3.

How can you provide effective service recovery? Discuss the benefits of service recovery strategy with examples.

Ques 4.

What do you understand by complaint management. Explain the stages in customer complaint management process.

Ques 5.

Explain the importance of customer loyalty. Describe the factors affecting customer loyalty.

Ques 6.

What is customer experience management? Explain the key areas of customer experience management.

Ques 7.

Loyalty programmes.

Ques 8.

Service quality.

Ques 9.

Explain the types of customer personalities? Classify customer behaviour on the basis of time.

Ques 10.

What are the different means of identifying customer needs?

Ques 11.

Describe the concept and goal of customer service. Explain the characteristics and classification of customer service.