Customer Service Management Study Materials 2020 – Download Study Books PDF


Download Customer Service Management Study Materials 2020. In this article, we are going to provide the Study Notes for Management Studies. Students of BBA can download these Study Materials which will be useful for their Exam Preparation. Through this article, we are going to provide the Customer Service Management Study Materials, Study Notes, PDFs, Chapters & Topics, Important Questions in this topic and Download Links.  Continue reading the below article for more information regarding the Management Studies Notes.

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Customer Service Management Study Materials - Download Unit wise PDFs & Imp Questions

Customer Service Management Study Materials

Name of the Subject Customer Service Management
Category Management Studies
Useful for BBA
Course Type Under Graduation
Article on Study Materials 2020
Study Material Format PDF
Download Other Study Materials Click Here 

Chapters and Topics

  • Introduction to Customer Service
  • Customer Service Classification
  • Steps in Selling
  • Retail Selling Skills
  • Customer Expectations
  • Service Quality
  • Customer Experience Management
  • Customer Loyalty
  • Grievance and Complaint Management System
  • Service Recovery
  • Internal Marketing
  • Communication with the Customer

Customer Relationship Management Study Books

Subject  Download Links 
Service Management Click Here
Click Here 

Unit wise PDFs

Here we have mentioned the unit wise PDFs of Customer Service Management subject. Click on the below link to download it :

Subject in the Universities

This subject will be useful to the students of BBA in Retailing. The following university students can also download these materials :

  • University of Calicut
  • Lovely Professional University
  • Pondicherry University

Subject in the Semesters

Customer Service Management subject will be studied by the students in the following semesters of their respective courses :

  • BBA IV Semester
  • MBA III Sem

Important Questions

We have mentioned some of the important questions on  Customer Service Management subject :

  • What do you understand by customer service?
  • What do you understand by the terms ‘single bagger’ and ‘double bagger’? Explain with examples.
  • What are the various kinds of customer services? Discuss with the help of examples.
  • What are the important steps in “preparation to sell”?
  • Describe the different ways of handling customer objections.
  • What are some of the basic closing techniques? Explain.
  • What are the different types of customer personalities? Explain.
  • What are the different means of identifying customer needs?
  • What is service quality? Explain the dimensions of service quality.
  • Explain the determinants of service quality.
  • What are the benefits of service quality management for a retail organization?
  • Explain the key areas of Customer Experience Management?
  • Define customer loyalty.
  • Discuss the ways in which customer loyalty is built.
  • Explain the importance and benefits of service recovery.
  • What are the principles of a positive culture? Explain.
  • Why should companies listen to their customers? Explain.
  • What is word of mouth Communication? Explain its importance for a retailer.

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