Answer all the folling questions

1.List types of Customer Service and explain them.

2.Explain how to achieve great customer service with examples.

3.Explain how happy customers can be beneficial for a company with examples?

4.How an unsatisfied customer can affect your company. Explain what are the consequences?

5.You have received a customer complaint for the quality and service?

What are steps to solve and after how will you escalate the complaint in the organisation. You are required to make a report by covering all points.

6.Why is it important to understand customer's requirement?

7.You are required to make a chart on what are the necessary steps to understand customer.

8.Explain KPI and its role in achieving company's goal?

9.How will you manage and monitor the performance of your employees/co-workers? Explain you plans and actions.

10.Identify the importance of training and development. Explain why you think every company should run regular training and personal development sessions and their outcomes?

11.How will observe your employees performance in terms of customer satisfaction?

12.You have received a customer complaint

*How will you recognise the concern upon contacting the customer?

*How will you analyse the issue?

*How will you sustain the customer after resolving?

*At the end you are required to make a format for all the employees tofollow if they receive any issue in future.

Case Study

BlackBerry is a line ofsmart phones,tablets, and services originally designed and marketed byCanadian companyBlackBerry Limited (formerly known as Research In Motion, or RIM). These are currently designed, manufactured, and marketed byTCL Communication (under the brand ofBlackBerry Mobile),BB Merah Putih, and Optiemus for the global, Indonesian, and Indian markets (respectively) using the BlackBerry brand under license.

BlackBerry was one of the most prominent Smartphone vendors in the world, specializing in secure communications and mobile productivity, and well-known for the keyboards on most of its devices. At its peak in September 2013, there were 85 million BlackBerry subscribers worldwide. However, BlackBerry has since lost its dominant position in the market due to the success of theAndroid andiOS platforms; the same numbers had fallen to 23 million in March 2016.

Ques 1. One of their biggest reasons of decline in sale was not to act on customer's feedback?

Ques 2. By doing research you need to write recommendations if Blackberry should change any of their policy to come back in the competitive market?

For reference you can go tohttps://en.wikipedia.org/wiki/BlackBerry