BMK10203 INTRODUCTION TO CUSTOMER SERVICE

BMK10203
Introduction to Customer Service
Individual Assignment

This project contains 30% of your assessment for this module.

Instructions: Answer all the following questions. Submit a word-processed or power

point slides document on or before the submission date. LATE SUBMISSION WILL
NOT BE ACCEPTED!

Submit To : Mr Wong Keau Chen

Student Name and Matrix number:

1)

Submission Date : 26 April 2018 before 5 PM

Certificate of Authenticity
We certify that the following is entirely our own work, except where credited.
We understand that if our work is found to be plagiarised or is the result of collusion,
then the marks will be severely reduced. Further action may be taken by the College
as appropriate.

Student Signature Date

1)

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 BMK10203 INTRODUCTION TO CUSTOMER SERVICE

Question

1. (a) By providing ONE (1) example, define the meaning of losing a

customer.
(3 marks)

(b) Discuss THREE (3) characteristics that allow customers to be categorized.

(3 marks)

2. (a) By giving an example, differentiate between customer perception and

expectation.
(3 marks)

(b) State THREE (3) current status of customer service.

(3 marks)

3. Discuss the THREE (3) ways to improve negotiation skills.

(6 marks)

4. (a) Explain the meaning of market segmentation.

(3 marks)

(b) List THREE (3) examples of High Touch customers.

(3 marks)

5. Discuss SIX (6) guidelines that will help to create an effective customer service
system.
(6 marks)

6. (a) State THREE (3) ways to improve listening skills.

(3 marks)

(b) List THREE (3) characteristics of a good listener.

(3 marks)

7. Customer may be seen as challenging for a wide variety of reasons.

(a) Determine any THREE (3) reasons customers may be perceived as

challenging customer.
(3 marks)

(b) Discuss THREE (3) tips to keep from creating challenging customers.
(3 marks)

8. Explain THREE (3) ways to improve self-concept.

(6 marks)

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 BMK10203 INTRODUCTION TO CUSTOMER SERVICE

9. Excellent leadership is a requirement of any business providing products or services

to customers.

(a) By providing an example, distinguish between formal leaders and informal

leaders.
(3 marks)

(b) Determine THREE (3) characteristics of excellent leaders.

(3 marks)

10. Explain THREE (3) expectation of customer in twenty-first century.

(6 marks)

PART B

1. Communication is the activity of conveying information through the exchange of

thoughts, messages or information as by speech, visuals, signals, writing or
behaviour.
(a) Discuss FIVE (5) methods of communication in effective customer
service interaction.
(10 marks)

(b) Discuss FIVE (5) barriers to effective communication.

(10 marks)

2. Challenging customers can be categorized in many different ways. They are

frequently challenging because of who we are not who they are.

(a) Discuss FIVE (5) characteristics of challenging customers.

(10 marks)

(b) Discuss FIVE (5) ways to deal with challenging customers.

(10 marks)

3. Leaders serve as both coaches and counsellors as they lead their employees.
They must be available to train, correct and encourage their employees.
(a) Discuss the role of leader that serves as both coaches and counsellors.
(10
marks)

(b) Discuss the benefits of job aids.

(10 marks)

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 BMK10203 INTRODUCTION TO CUSTOMER SERVICE

4. Technology is progressing at a rate that is staggering. Customers are anxious to

experiment with new technological options with the hope that they will be of
benefit to them in some way. When new technologies are introduced in the
workplace, employees often have a mixture of emotions.

(a) Discuss steps to prepare employees with the use of new technologies.
(10 marks)

(b) Discuss FIVE (5) web-based services that engaging by customers.

(10 marks)

END OF QUESTION PAPER