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BRL-004: Customer Service Management

BRL-004: Customer Service Management

IGNOU Solved Assignment Solution for 2021-22

If you are looking for BRL-004 IGNOU Solved Assignment solution for the subject Customer Service Management, you have come to the right place. BRL-004 solution on this page applies to 2021-22 session students studying in BBARL, DIR courses of IGNOU.

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BRL-004 Solved Assignment Solution by Gyaniversity

Assignment Solution

Assignment Code: BRL–004/TMA/2021-22

Course Code: BRL–004

Assignment Name: Customer Service Management

Year: 2021-2022

Verification Status: Verified by Professor

Marks: 100


Q1) Describe the concept of 'Single Bagger' and 'Double Bagger'? Distinguish between them.

Ans) Single Baggers: Single baggers are those who limit both their own and others' development. Single baggers have a pessimistic attitude toward their jobs, coworkers, and surroundings. They lack dedication and have decided that their working hours are not a rewarding and worthwhile portion of their lives. Single baggers carry only one bag - hence the term - and are unconcerned about its security. The items are thrown into the bag at random, beginning with grapes and potato chips and ending with a bottle of tomato ketchup.

This "Tricky" operation is completed without much difficulty or toil. Sighs, sighing and groaning, and any other clear expressions of unhappiness are frequently heard. Single baggers feel like victims of their situation, lamenting the low income, lack of breaks, terrible draught from the door, and bleak future prospects. Their lack of dedication is evident in their body language. Their eyes have dulled, they have a drooping mouth, their body has stopped, and they walk slowly.

If a coworker at the cash register says, "Please hurry! "Can't you see we have a lengthy line?" says the solitary bagger, who gives his colleague a blank stare, shrugs his shoulders, and replies despondently, "Well, what do you expect - I only have two hands!"" That is what distinguishes single baggers. Because they only have two hands, there isn't much they can accomplish with their lives!

Double Baggers: People who improve themselves while also helping others develop are known as double baggers. Double baggers, like single baggers, have two hands, but they use both of them effectively. Double baggers have an optimistic outlook on life and are dedicated to both their job and personal lives. They generally try to make the most of their lives.

Double baggers seal the bag with an additional bag, hence the name. They efficiently and safely sort and pack the products. They still have time and energy to greet clients with a smile and a nice comment. They might even find time to accompany customers to the car park and assist them in loading their groceries, according to them "Thank you for visiting our store. I look forward to seeing you again soon ".. Double baggers are in charge of their own life. They understand that entire dedication to their task is rewarded. They interact with cheerful customers and receive attention and praise from their coworkers and managers. In this way, double baggers improve their own morale and sense of well-being, as well as their outlook on the future.

Double baggers have a good outlook on life, are dedicated, and take pride in their accomplishments. They don't have the time or motivation to offer unfavourable comments or complaint. They devote their time to achieving positive outcomes and cultivating positive relationships. Many confrontations between people at home and at work are avoided by adopting a double bagger mindset, which instead contributes to the resolution of most issues.

Conclusion: Single and double baggers can be found in every aspect of life, including the home, public and private organisations, and supermarkets. There are single and double bagger sales, as well as workers, lawyers, waiters, managing directors, secretaries, guests, course participants, customers, parents, and spouses. Single baggers can get enslaved by their own thoughts. They've reached a point of no return. They are unable to move forward due to a lack of strength. When he's late, which happens frequently, a single bagger blames the weather, traffic, a lack of parking spaces, and everyone else.

Q2) What are the various kinds of customer services? Discuss with the help of examples.

Ans) There are different types of customer services:


New consumers and prospects want information in order to make purchasing decisions. They want to know which product will satisfy their requirements the best. Existing consumers also require knowledge on how to use and maintain the product during its life cycle. Prospective online buyers also require information that will direct them to a website that will provide them with such information. Support literature, printed announcements, leaflets, brochures, and instruction books are among traditional methods of disseminating information. Videotapes, compact discs, software-driven lessons, touchscreen video displays, computer-accessible bulletin boards, and menu-driven recorded telephone messages are all current methods.


Giving information implies a straightforward response to a customer's query. Consultation entails a conversation to elicit consumer needs and design a customised solution. Advice, personal counselling, tutoring, and training in product usage, management, and technical consulting are all included in the consulting services.

Order Taking

Acceptance of applications, orders, and reservations are all components of the selling process after it is completed. The 4 true business may not happen until the firm is available to its clients. Retailers, insurance firms, utilities, credit card companies, and clubs, for example, have official member relationships with their clients. Reservations are a sort of order taking that is distinct from regular order taking. Airlines, movie theatres, and restaurant tables are all examples.


Customers are required to enter the service plant and remain there until the service is completed in retailing and some other services. Customers are treated like guests in well-managed businesses. Greetings, food and beverages, toilets and washrooms, bathroom kits, waiting facilities and amenities, such as lounges, waiting spaces, seating facilities, weather protection, magazines, entertainment, and newspapers, are examples of hospitality aspects.


Customers seeking assistance with personal belongings while visiting a service site. They may not be able to get support services unless specified caretaking services are supplied. Provisions for baggage, valuables storage, and childcare are all examples of safeguarding. The physical delivery of items when consumers purchase them over the phone or the internet falls under the second category of safeguarding. Packaging, pick-up, delivery, assembly, installation, cleaning, and inspection are examples of support services. Customers searching for consumer durables also want to know about maintenance and warranties, as well as whether they can buy a maintenance contract as part of an insurance policy.


It refers to a bundle of services that fall outside of the typical service delivery pattern. Special requests, where an individual or corporate consumer requests some level of personalised treatment that necessitates a deviation from standard operating protocols, are among the exceptions. Personal concerns about life stages or personal impairments are among the demands made in advance. Problem resolution refers to circumstances in which normal service delivery is disrupted by accidents, delays, equipment breakdowns, or customers having problems using the product.

Complaints, suggestions, and compliments must be handled according to well-defined protocols. When a consumer wishes to voice discontent, make a proposal for change, or express gratitude, it should be simple for them to do so, and the service provider should be able to respond quickly to the issues. Restitution is the procedure for resolving consumer concerns. Customers expect to be paid in the event of a significant performance failure. This compensation could take the form of warranty repairs, litigation settlements, refunds, a future offer of free product service, or other in-kind payments.


Unless the service is supplied for free or as part of the transaction, it is common to practically all services. Bills that are inaccurate, illegible, or incomplete have the potential to disappoint customers. Billing should also be done on time so that payments can be made more quickly. There are many different types of billing procedures, from verbal billing to machine-driven billing to online billing. Periodic statements of account activity, bills for specific transactions, verbal declarations of amount due, machine display of amount due, self-billing by the customer, and online billing are all examples of billing services.


A bill requires a customer to take payment action, either personally or through a bank account. When acquiring items, customers anticipate ease and convenience of payment, including credit.

Q3) Write notes on the following:

  1. Means of identifying the customer needs

  2. Changing customer expectations

Ans) Asking questions and observing customer behaviour are the best approaches to determine client wants. Customers are sometimes extremely clear about what they want and do not appreciate any more assistance or suggestions. Customers are usually half-decided on what they want, but they need help before making a final decision. When effective salespeople intervene, they can assist consumers in resolving their mental issues. Questions - the appropriate questions - can be used to uncover client demands. Never question the customer. To better understand your customers, use polite and useful inquiries. The salesperson can use the data to assist clients buy by connecting product benefits to customer wants.

A few questioning techniques:

The direct question or close ended question:

Is it possible for me to assist you with your size?

The customer is in search of his size.

What is your child's age? - A customer looking through the children's area

The indirect question or open ended

Is there a certain doll that your youngster adores? - a consumer in search of a doll

Is there a colour that your hubby prefers? - A lady in search of a men's shirt

To detect client demands, we must be careful not to be too nosy or interfere too much.

Expectations from customers are a significant challenge. Expectations alter shape, change direction, and grow, shrink, and grow, shrink, grow, shrink, grow, shrink, grow, shrink, grow, shrink, grow, shrink, grow They're always shifting, and it's easy for them to do so. These expectations, as well as your effectiveness in satisfying them, determine how satisfied your consumers are. A variety of elements influence customer happiness. Changes in either the customer's expectations or your performance can alter their degree of satisfaction. That implies that you must pay attention to both.

Watch for Changes

If your clients' satisfaction levels are fluctuating, see if something has changed their expectations or views, either on their end or on yours. Examine what's causing the shift in satisfaction level, whether it's upward or downward. If customer satisfaction is increasing, discover out what you're doing correctly so you can keep doing it; if customer happiness is decreasing, figure out how to reverse the trend before it affects your sales.

Want of Customers

Thankfully, most clients do not expect the impossible. In fact, what they're asking for is quite reasonable. And what is it, exactly? Switch from your sales assistant or airline crew hat to your customer's hat for a moment. What is important to you as a customer? What does it matter if you're at a car dealership, a doctor's office, or an airport? When you're ordering flowers over the phone, waiting for technical help, or ordering a pizza and a cola, what matters to you? When it comes to customers, we all want the same things: We expect to be treated with dignity. We want to be taken seriously. We don't want to be tossed around, disregarded, or treated as if we're children.

Is this to say that it's acceptable to give them inaccurate information as long as you do so with empathy, friendliness, and respect? Clearly not. However, delivering accurate information without empathy, friendliness, or respect may not be nearly as helpful as offering accurate information with empathy, friendliness, and respect. Investing in a relationship by focusing on the process. Customers who expect the world gift-wrapped and delivered yesterday may only require a healthy dose of respect, attentiveness, and decency. Before you go out and buy universe-sized wrapping paper, think about this.

Q4) List out the perquisites of selling. Briefly explain each of them.

Ans) The prerequisites for selling from a salesperson's point of view:


The salesperson's demeanour is likely to influence the sale's outcome. Customers entering a retail establishment might immediately detect or sense a pleasant attitude. Good body language results from a positive attitude. A positive salesperson is looking forward to meeting the customer. His willingness to meet and communicate with a customer is just a byproduct of his eagerness to sell to them. When a salesperson has a positive attitude, he appears more relaxed and enthusiastic about providing a positive buying experience to the browser or potential customer.

Positive Self Talk

Positive self-talk is always used by a salesperson with a positive mindset. The following are some examples of positive mental statements made by a salesperson:

  1. "The customer is looking forward to dealing with me"

  2. "I'm going to demonstrate my whole product line to the consumer."

  3. "The consumer will request that I display the product, and I am confident that he will purchase the product as a result of my demonstration."

  4. When a salesperson has a negative attitude, he or she always uses the opposite of positive self-talk. The following are some examples of mental statements:

  5. "Customers only come in to kill time and window shop."

  6. "Demonstrating the product is a waste of time because the buyer will eventually remark it's too pricey or not what I'm searching for."

Sales Affirmation

An affirmation is when you talk to yourself and say things that you truly believe in. Sincerity, conviction, faith, and intuition are like very explosive vibration bombs that, when set off, shatter the boulders of difficulty that most salesmen have. Even if the words are true, you should avoid saying them to yourself. Sincere words of affirmation, when repeated over and over with complete comprehension, feeling, and willingness, produce the intended outcomes.

Before starting his first sale of the day, a salesperson should make the following affirmation.

The following are some of the statements:

  1. Customers are looking forward to meeting me this morning

  2. They know I will show them the entire range of merchandise in my section

  3. They know that I will sell them things which look good on them or things which they

    will find really useful.

  4. They will thank me for giving them a really good time shopping

  5. They will want to come back deal with me

  6. They will that their friends visit my counter

Personal Hygiene & Appearance

Salespeople frequently disregard personal hygiene. The following are examples of personal hygiene:

  1. Having a pleasant odour. This means that the consumer should never feel uneasy standing next to you because of bad body odour caused by perspiration. A daily bath is recommended, followed by the use of a deodorant with a neutral odour.

  2. If the salesman is a woman, her hair should always be nicely brushed or done up in a bun.

  3. Nails should be regularly trimmed

  4. If the salesman has a moustache, it shouldn't fall below his upper lip

  5. Shoes should be neatly polished& the laces should not look ragged

  6. Clothes should be neatly ironed

  7. A conservative watch should be worn

  8. After every substantial meal, wash your teeth. Garlic and onion should be avoided at work because their odours take a long time to dissipate.

Preparing Yourself

Before moving on to the shop floor, the salesperson should have a thorough awareness of his store.

The following items would be included in the pre-sale preparation:

  1. What does the shop sell? Salesperson should have complete familiarity of the same.

  2. How many levels or sections does the store have"

  3. Be aware of the merchandise and brands available in all sections.

  4. You need to know where the amenities such as toilets/drinking water is located.

  5. What are the store policies with regard to exchanges & mode of payment.

  6. What is the special offer for the customer for the day?

  7. Need to be aware how customer schemes work.

  8. Get your section ready & clean.

  9. Display your goods as per the visual merchandise plan.

  10. Replace stocks sold out the previous day.

  11. Ensure that the display look attractive to draw customer attention to your section.

  12. Ensure that price tags & security tags if any are in place on the merchandise.

  13. Need to know the sales achievement of the previous day & current day target.

  14. Ensure lighting & convenience facilities are in order.

  15. Refresh product knowledge of existing range.

  16. Acquire knowledge of new range.

The Customer Walks: The Magic Moment

Your consumers will be able to communicate with you at the speed of light thanks to ody Language. Impatience, irritability, and over-eagerness are all instantly visible. You want to come across as approachable and friendly. "Hello," "Welcome," "Wow!" would be all over your body. I'm excited to meet you! I'm delighted you've arrived!" While customers are watching you, pay attention to their body language. Don't make assumptions and don't allow your observation pass through one eye and out the other!

Recognize the significance of your face. Instead of wearing a natural mask, let your face glow. It won't do to wear a mask that says "I am efficient" or "I'm just doing my job." Allow your face to reflect what you're seeing and experiencing, but maintain a cheerful, open, and respectful demeanour. It's not necessary to have a big grin or the toothy projection of a "snake oil" salesman. Give your consumer a real smile that communicates, "This is my unique grin. It's there because I admire your appearance and enjoy working with you." Don't try to be Mona Lisa. Your smile must convey exactly what you're thinking to her.

Your level of eye contact: The most effective salesperson concentrates solely on the customer with whom they are interacting. They'd never be able to lose their focus or their connection. Their focus is really acute! Their gaze communicates, "I am concerned about you. "I'm primarily concerned about your requirements." Don't look, don't glare, just concentrate. Make your client feel as if he or she is the most important person in the planet. Your message and presence will be somewhat'soulless' if you do not look into the eyes of others and allow them to look into yours. Eye contact is a tremendous transformation. It fosters connection and a sense of belonging. It is the main thoroughfare for communication.

This demonstrates how much power and influence can be gained by looking someone in the eyes. What about those who refuse to look you in the eyes? Typically, these folks fall into one of two categories: impolite or borrowers. When you come across an unpleasant customer, you could say to yourself, "That's exactly what I needed... another obnoxious one. Today has been enough rejection for me. I'm not going to talk to them if they won't look at me!" Although this is a natural reaction, it will not benefit your store or your sales career. It's disturbing and uncomfortable when individuals don't look you in the eyes. Make a mission for yourself. Take a look at these individuals. Make an effort to see them and interact with them. Make a visible promise to them. For good reason, eyes are referred described as "windows to the soul."

Keep Your Professional Tool Kit Ready

If a salesperson has one, he or she should have it on hand. It could include a tape measure if measurements are required, a notepad if the consumer requests a specific item that is currently unavailable, and the relevant brochures. The need for a tool kit will differ from one merchant to the next.

Importance of Product Knowledge

  1. Knowing Your Products Can Mean More Sales: Knowledge is power, and product knowledge can imply higher sales for shops. It's tough to persuade a customer to buy if we can't demonstrate how a product will meet their demands. Continue reading to discover about some of the advantages of knowing what you're selling.

  2. Strengthens Communication Skills: A deep awareness of the products on the shelves allows a merchant to market the product to customers using a variety of strategies and ways. A salesman with better communication skills will be able to recognise and alter a sales presentation for different sorts of customers.

  3. Boosts Optimism: One of the most effective selling tactics is to see someone who is absolutely enthused about a product. You erase any doubt that the product isn't the ideal option for that buyer by generating excitement for it.

  4. Grows Confidence: If a buyer isn't totally committed to completing a deal, the difference could be as simple as a salesperson's confidence in the product (or lack thereof). Learning about the product and how to utilise it will help you feel more confident.

  5. Assists in Overcoming Objections: Customers' objections can be disproved by providing factual facts about the goods. Product knowledge is usually the source of this information. You may readily address criticisms if you are well-versed in not only your products, but also related things supplied by competitors.

Q5) What are the various' customer contact points? Explain their importance for a Retailer?

Ans) Every interaction with a customer is a chance to surprise and delight them. The following are the important consumer touch points, sometimes known as "moments of truth"

Marketing and Sales: This is a significant customer touch point where salespeople will have direct interaction with customers. This customer-salesperson contact is an opportunity to impress or please customers. As a result, the customer's first experience should be enjoyable and unforgettable.

Customer Support: Another way for customers to communicate with the company is through customer support. Here, customers can directly inquire about products or services and even make recommendations.

Billing and Payment: Each consumer is responsible for paying for the product that they have ordered. Customers come into close contact with the individual working at the billing and payment counter. They should make an effort to put clients at ease in order to make their first experience enjoyable.

Dispute Resolution: When customers complain, the company should make every effort to resolve their issues as quickly as feasible. Delays in resolving disputes imply that customers are unimportant to the organisation, which leads to negative customer experiences.

Product Creation and Testing: To ensure that customers have a great experience, the business should include them in the product development and testing process. This ensures that clients are treated seriously and that their preferences and dislikes are taken into account.

As a result, each of these interactions provides an opportunity for the company to demonstrate its dedication to complete client pleasure. Taking the correct marketing technique is the first step in building loyalty. Every engagement in relationship marketing focuses on creating and reinforcing a long-term relationship with the customer. The capacity to provide the proper value offering and have access to the right information about the consumer is critical to the relationship's success.


Brand perception and customer loyalty are influenced by consumer touch points. Quantitative measurements like Net Promoter Score are heavily influenced by customer touch points (NPS). More loyal consumers and higher Net Promoter Scores can be gained by brands that recognise and optimise the quality of their customer touch points. During the customer's journey, touch points are encounters between businesses and customers. These moments have a big impact on the consumer experience and brand perception. Businesses may take advantage of timely chances to optimise their client journey by highlighting critical touch points on a map. Studying the buyer's journey and analysing each interaction with the brand is a crucial step in determining what factors impact the customer's purchasing decision and how the brand may entice him or her to buy.

Besides this rationale, having a knowledge of customer touchpoints is also important to:

  1. Develop Better Business Strategies: A sound knowledge of every customer interaction with the brand helps the brand develop better business strategies which add meaning to every interaction.

  2. Increase the ROI of Marketing: When touchpoints are known, wastage of resources is reduced, which results in better ROI.

  3. Develop A Favourable Brand Image: Mapping and tapping customer touchpoints effectively result in a favourable brand perception which gives rise to a favourable brand image.

Q6) What do you mean by service quality management? Describe its benefits for a retail organization?

Ans) Service Quality Management is the process of managing the quality of services supplied to a customer in accordance with his expectations. It essentially evaluates the quality of a service in order to enhance it in the future, discover flaws, and rectify them in order to increase customer happiness.

Benefits for a Retail Organization

Service quality creates additional results that are helpful to retail firms, in addition to providing a competitive edge and the ability to be distinctive and unique. The following are some of the most significant advantages of service quality management.

Expansion of Loyal Customer Base: The importance of customer loyalty to a retail business cannot be overstated. The bigger the benefits, the larger the devoted client base. Customers are more satisfied and sometimes delighted when the service is of greater quality. Consumers that are really satisfied are more likely to become loyal customers.

Positive Word-of-Mouth Marketing: Loyal customers will become unpaid retail advocates. They tell their friends and relatives about their excellent experiences and continue to be trustworthy campaigners.

Increased Market Share: The retail organization's demand is boosted by its devoted client base and favourable word of mouth. Significant market share and loyal staff result from a large number of new clients. Employees are satisfied with their accomplishments because of the high quality of their work. Pleasant interactions with customers and coworkers lead to a positive work environment and employee satisfaction. Employees that are happy with their jobs are more loyal and productive. As a result, retail businesses that place a premium on customer care have a low employee turnover rate.

Cost Savings: Quality is getting things correctly the first time and every time. As a result, there would be no or extremely few errors. There may be some additional costs associated with fixing errors or providing refunds to disgruntled customers. Service quality impact reduces errors, resulting in higher productivity and cheaper costs.

Can Avoid Price Competition: Retailers who are known for their high-quality service will not be judged on price when choosing from the many options available to customers. As a result, the retail company can avoid price-based cutthroat competition. Even when organisations must compete on price, they are frequently well positioned to do so due to their high productivity and low costs as a result of their focus on service quality.

Increased Profitability: According to studies, businesses that are known for providing high-quality service are more lucrative. Increased turnover, a larger client base, a larger market share, and high productivity at a cheap cost all lead to continued profit and business expansion.

Q7) Explain the different types of loyalty programmes giving suitablebexamples.

Ans) To promote client loyalty, loyalty programmes are commonly employed in service industries such as cellular providers, airlines, hotels, credit card companies, retail outlets, and so on. They want to keep the consumer by rewarding him or her for using a specific service for a certain amount of time. Relationship marketing programmes, frequency marketing programmes, continuity marketing programmes, points marketing programmes, and loyalty marketing programmes are all words that are sometimes used interchangeably.

Frequent flyer programmes, which reward consumers with free flights after amassing a set number of points, are one of the most conspicuous types of loyalty programmes. In the same way, hotels reward loyal clients with points that can be exchanged for free meals or stays. While loyalty programmes are generally designed to keep customers loyal and encourage them to buy more, they may also be used as a marketing strategy to attract new customers and increase their use of specific services.

Various sorts of loyalty programmes are available to an organisation. The following are some of the programmes:

  1. Rewards Programme: When the product gives limited possibilities for awarding new customers with products or services, it awards points for purchases that can be redeemed for prizes that aren't tied to the brand.

  2. Rebate Programme: Awards, prizes, and certificates are given out when a certain amount of money is spent on a product line that represents a wide range of retail options. The incentive may encourage additional sales or increased foot traffic in the store.

  3. Appreciation Programme: Customers' lifetime value is boosted by offering the company's products and services as rewards, allowing customers to sample additional items and services.

  4. Partnership Programme: Purchases of a partner company's products or services that result in the acquisition of new clients are rewarded. Customers of the partner firm are likely prospects for products and services.

  5. Affinity Programme: Where the brand symbolises a specific client life style and the customers are interested in learning more about the products or services, it provides special communications, value added perks, and recognition.

By providing an incentive to change buying habits, a loyalty programme can be built to maximise every consumer interaction. Most programmes now focus on this area, albeit the results they can achieve vary depending on the category.

Lessons from Loyalty Programmes

Indian firms that have built their CRM campaigns around loyalty programmes can learn from and apply the experiences of major merchants. The following are some crucial points to remember:

  1. Customers will enrol in a loyalty programme even if the incentives are tiny and immediate.

  2. Make it simple to join and use loyalty programmes.

  3. In marketing communications, emphasise the loyalty programmes.

  4. To create loyalty programmes, take into account both transactional and non-transactional data.

  5. The core value offer must be enhanced via incentives or rewards.


Q8) How can a company build a positive culture among employees in a RetailvStore? Discuss with examples.

Ans) A company can build a positive culture among employees in retail store in the following ways:


We must all recognise that culture is one of the most essential factors that can distinguish one organisation from another. The following concepts are instilled in companies with a positive culture:

Fun & Responsibility: You may have massive HR manuals, but they will be useless if your team members are not energised to work with passion every morning. A positive culture can be formed if workers love their work and are given ownership of their responsibilities.

Constructive Confrontation: If something goes wrong, the company/leader store's should be able to apologise. The main issue is that most people find it difficult to apologise. When the company's CEO asked someone to leave, for example, he observed the entire office's body language to be incredibly depressed. Apart from the boss, the rest of the staff thought it was unfair to ask the concerned individual to quit. As a result, the boss recognised his error and apologised in front of the entire crew. The way things are done at the top of a corporation is referred to as its culture.

Taking Care of Your Team: Managers should always consider how they may improve the work of their employees. They must be proactive rather than reactive. They should not wait for people to come forward and say they are bored of working for the company. In the event that one of the team members becomes ill, another team member should be able to step in and assume responsibilities. Managers should pay a visit to an employee who is experiencing a family crisis. Organizations with managers who care about their employees always outperform their competitors.

Job rotation should be ensured by the mall manager for his employees. A sales executive, for example, should be exposed to customer service desk operations, inventory management, and warehouse management. Otherwise, a salesman's primary metric for advancement is his sales target, not his overall development as an employee.

Having a Non-Hierarchical Driven Organization: It shouldn't matter who goes to whose room to address a problem or discuss a problem with the boss or vice versa. Rather than calling the sales executive to his office, the mall manager should be able to walk to the section where he is located and get his perspective on the sales situation for the day.


Making new hires feel welcome and significant is a crucial part of the human resource manager's job. Because their talent will boost the team's chances of accomplishing its goals, managers and employees need to play a larger role and control the process of assimilating new hires. To increase the enthusiasm of and for the new hire, managers should consider employing one or more of the following "celebration tools."

  1. The CEO/GM will call them to welcome them to the company.

  2. The CEO/GM took the initiative to pay them a visit on their first day.

  3. A letter from the CEO/GM congratulating them on their new position.

  4. On the first morning, they were greeted with cake and candles to commemorate their addition to the "family"/team.

  5. On the first day, a new hire luncheon is held to introduce them to the team.

  6. The CEO and others signed a welcome banner for their cubicle.

  7. On the first day, take a team photo and have everyone sign it.

  8. Give them a T-shirt with everyone's signature on it.

  9. Making an intranet announcement on new employees' arrival.

  10. Give them a Plaque to commemorate their first day on the job.

  11. Give them a certificate for "two for dinner" so they may tell their spouse or friend about their new employment.

  12. Send their spouses/children first-day welcome presents or cards to make them feel like they're a part of the team and to create support for the new business.

  13. Invite other spouses to call and greet their partners.

  14. During the first month of employment, have a new employee lunch for spouses.

  15. Give them a "new hire" button or cap to let everyone know they are unique. They can also ask "stupid questions" with the pin/hat.

  16. Give them a "meet everyone card," which they must fill out with the initials of all essential team members during the first few days.

  17. Get the new hire's E-mail address, password, phone number, ID card, corporate credit card, departmental organisation chart/telephone directory, and other information before they start.

  18. Provide them with a lexicon of acronyms, buzzwords, and online FAQs so they don't have to ask awkward inquiries about these terms. Knowing these terminologies may also help you make fewer mistakes on the job.

  19. Assign them a departmental "mentor" to aid them in obtaining answers within the first month. An alternative is to form an orientation team that will be in charge of the procedure.

  20. On the first day, give them a copy of the mission/vision statement, department's short-term plan, and organisational chart.

  21. Give them a directory of phone numbers.

  22. Ask them who they'd like to meet throughout their first week and make the arrangements ahead of time.

  23. Before their first day, have their business cards mailed at their home.

  24. Take a poll of your previous "new hires" to find out what problems, complaints, and things they'd like to have "More of/Less of." Exit interviews should be conducted in the same manner to see if poor orientation was a factor.

  25. Create a "new hire" network of new and recent hires so that a recent hire can function as a big brother or sister to a new hire.

  26. Pre-assess the candidate's training needs and plan the necessary progress. Give the new hire the tools they need to succeed as soon as feasible.

  27. Schedule a series of one-on-one meetings with the new hire ahead of time to discover their frustrations and concerns.

Q9) Explain the guidelines that you will follow in handling customer complaints with examples.

Ans) The following rules were developed by Christopher Lovelock and Wirtz for efficiently managing consumer complaints.

  1. Take action right away. If the complaint is submitted while the service is being delivered, time is of the essence for a complete recovery. Even if complete resolution is expected to take longer, prompt acknowledgement is critical. Accept responsibility for your faults, but don't be defensive. Defensive behaviour could indicate that the organisation has something to hide or is hesitant to fully investigate the matter.

  2. Demonstrate that you comprehend the issue from each customer's perspective. The only way to understand what has gone wrong and why people are dissatisfied is to look through their eyes. Service workers should refrain from making assumptions based on their own interpretations.

  3. Customers should not be argued with. Not to win a dispute or prove that the client is an idiot, but to gather data in order to reach a mutually agreeable solution. Arguing prevents you from listening and rarely reduces your anger.

  4. Recognize the customer's feelings, either implicitly or openly (e.g., "I understand why you're upset"). This activity aids in the development of rapport, which is the first stage in mending a strained relationship.

  5. Giving customers the benefit of the doubt is a good idea. Not all clients are telling the truth, and not all complaints are valid. Customers should, however, be handled as if they have a valid complaint until there is clear evidence to the contrary. When a large sum of money is on the line (as in insurance claims or potential litigation), a thorough investigation is required. It may not be worth negotiating for a refund or other compensation if the amount involved is tiny. However, it's still a good idea to review data to see whether the consumer has a history of questionable complaints.

  6. Make the steps to solving the problem clearer. When immediate remedies aren't available, advising customers how the company expects to continue shows that the company is taking corrective action. It also establishes expectations for the amount of time required, so companies should be careful not to overpromise!

  7. Keep customers up to date on your progress. Nobody wants to be in the dark. Anxiety and stress are bred by uncertainty. People are more tolerant of disruptions when they have access to regular progress reports.

  8. Think about remuneration. When clients do not receive the service outcomes they paid for or suffer significant discomfort and/or loss of time and money as a result of the service failure, monetary compensation or an equivalent service in kind offer is suitable. An unhappy customer may be less likely to take legal action if you use this type of recovery technique. Service guarantees generally spell out how much compensation will be, and the company should make sure that all of the promises are kept.

  9. Persist in regaining client trust. When clients are dissatisfied, one of the most difficult problems is regaining their trust and preserving the relationship for the future. Perseverance may be required to temper customers' rage and persuade them that steps are being done to prevent the problem from recurring. When it comes to generating loyalty and referrals, truly excellent recovery efforts can be incredibly effective.

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