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Cmk 416: Customer Care Question Paper

Cmk 416: Customer Care

Course:Bachelor Of Commerce

Institution: Catholic University Of Eastern Africa question papers

Exam Year:2014

THE CATHOLIC UNIVERSITY OF EASTERN AFRICA
A. M. E. C. E. A
MAIN EXAMINATION
MAY-JULY 2014 TRIMESTER
FACULTY OF COMMERCE
DEPARTMENT OF MARKETING AND MANAGEMENT
CMK 416: CUSTOMER CARE
Duration 2 hrs
Instructions: Answer Question ONE and ANY OTHER TWO questions
Q1.
a) Give five reasons why organizations need to understand customer expectations of their products and services (5 marks)
b) Describe benefits that accrue to an organization as a result of offering effective customer care. (10 marks)
c) Explain the role played by service managers in ensuring effective customer care. (10 marks)
d) Examine five measures that can be put in place by firms to effectively resolve customer complaints. (5 marks)
e) Highlight four sources of stress for employees in their environment. (2 marks)
Q2.
a) Describe customer service principles that can be maintained by an organization to achieve high levels of customer satisfaction. (10 marks)
b) Explain six concepts of customer service that contribute to customer service environment. (10 marks)
Q3.
a) Explain competencies required of customer care personnel in an organization. (10 marks)
b) Describe interpersonal communication skills necessary in customer service. (10 marks)
Q4.
a) Examine costs incurred by a firm in determining customer life time value. (10 marks)
b) Describe 4 steps of customer interaction cycle outlining the responsibilities of the organization personnel at each stage. (10 marks)
*END*

Cmk 416: Customer Care Question Paper

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