Punjab Technical University 2007 Post Graduate Diploma Hotel Management CUSTOMER CARE & INTERPERSONAL SKILLS IN SERVICE INDUSTRY - Question Paper
[Total No. of Pages : 02
Roll No...........................
Total No. of Questions : 13]
[2037] PGDATHM (Semester - 1st )
J-3207[S-1063]
CUSTOMER CARE & INTERPERSONAL SKILLS IN SERVICE INDUSTRY (PGDATHM-107)
Time : 03 Hours Instruction to Candidates:
Maximum Marks : 75
1) Section - A is compulsory.
2) Attempt any Nine questions from Section - B.
Section-A
(15 x 2 = 30)
Q1)
a) What is the importance of customer feedback system?
b) Define service encounters.
c) Who is a customer?
d) Define Transaction analysis.
e) What is service quality?
f) Mention 2 customer feedback tools.
g) Define customer delight.
h) Differentiate between internal and external customers.
i) As a manager of a service firm, what would you do to encourage customer feedback?
j) How would you handle an angry customer?
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.
(9 x 5 = 45)
Q2) Discuss how organizational culture affects the customer care philosophy?
Q3) What are the possible reactions of a dissatisfied customer? Devise a way to handle each reaction.
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.
Q5) Explain the important responsibilities of the Customer care executive in airlines.
Q6) Describe the various concepts of customer care.
Q7) Describe the key areas of customer care taking example from hotel industry.
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.
J-3207[S-1063] 2
|
Attachment: |
| Earning: Approval pending. |
