Customer Services Management Notes – MBA+BBA Retailing Books Download

Customer Services Management Notes – This paper will be in the MBA (Master of Business Administration) in Diploma in (Bachelor of Business Administration) BBA Retailing Course. And, also in Year 1. The Important Topics and Similar Books are also mentioned below in a table format below. And, the download links were also mentioned below for the students.

MBA Customer Services Management Self Learning Material with pdf links have been mentioned below on this page. So, go through the complete provided information about Customer Services Management Notes. 

Diploma in BBA Retailing Customer Services Management Notes

Customer Services Management refers to strategies, practices, etc that the companies use to analyze and manage customer interactions. with the goal of improving business relationships and data throughout the customer life cycle.

This is the process of supply chain management which represents the firm’s face to the customers. And, the main goal of this process is storing customer information like product availability, order dates, and shipping dates.

There are 5 types of Customer Services Management

• Monitor Customer Feedback
• Make Customer Services Omnichannel
• Invest in Customer-Relationship Management software
• Train the right Customer Service Skills
• Make Customer experience part of company culture

These are the candidates who have to refer to this Customer Services Management Notes

• BBA
• Year 1 BBA
• MBA

Important Topics of the Customer Services Management

• Introduction of Customer Service
• Customer Service Classification
• Steps in Selling
• Retail Selling Skills
• Customer Expectations
• Service Quality
• Customer Experience Management
• Customer Loyalty
• Grievance and Complaint Management System
• Service Recovery
• Internal Marketing
• Communication with the Customer

Unit Wise Titles

These are the Unit Wise Titles of the Customer Services Management Subject which was one subject in BBA Retailing 1st Year.

Introduction of Customer Service

1. Introduction to Customer Service

2. Customer Service Classification

3. Steps in Selling

4. Retail Selling Skills

5. Customer Expectations

6. Service Quality

7. Customer Experience Management

8. Customer Loyalty

9. Grievance and Complaint Management System

10. Service Recovery

11. Internal Marketing

12. Communication with the Customer

Customer Service Classification

2.0 Objectives

2.1 Introduction

2.2 Characteristics of Customer Services

2.3 Classification of Customer Services

2.4 Goal of Customer Services: Customer Satisfaction

2.5 Let Us Sum Up

2.6 Terminal Questions

2.7 References

Steps in Selling

3.0 Objectives

3.1 Introduction

3.2 Preparing to Sell

3.3 Meeting and Greeting the Customers

3.4 Initiating Sales Conversations

3.5 Identifying Customer Needs and Wants

3.6 Matching Products to Needs and Wants

3.7 Handling Customer Objections

3.8 Confirming and Closing the Sales

3.9 Let Us Sum Up

3.10 Terminal Questions

Retail Selling Skills

4.0 Objectives

4.1 Introduction

4.2 Selling in Different Retail Formats

4.3 Prerequisites of Selling

4.4 Let Us Sum Up

4.5 Terminal Questions

Customer Expectations

5.0 Objectives

5.1 Introduction

5.2 Customer Personalities

5.2.1 Types of Customer Personalities

5.2.2 Closing Methods

5.2.3 Working with Customer Personalities

5.3 Customer Stated and Unstated Needs

5.3.1 Means of Identifying Customer Needs

5.3.2 Triggers and Customer Needs

5.4 What Customer Really Needs, Wants, and Expects

5.5 Effective Customer Care and Positive Sales Attitude

5.6 Changing Scenario in Customer Expectations

5.7 Let Us Sum Up

5.8 Terminal Questions

5.9 References

Service Quality

6.0 Objectives

6.1 Introduction

6.2 What is Service Quality?

6.3 The Two Dimensions of Service Quality

6.3.1 Technical Quality

6.3.2 Functional Quality

6.3.3 Total Perceived Quality

6.3.4 Factors Influencing Expected Quality

6.4 Determinants of Service Quality

6.5 The Benefits of Service Quality Management to the Retail Organizations

6.6 Issues to be Focused for Delivery of Superior Service Quality

6.7 Let us Sum Up

6.8 Key Words

6.9 Terminal Questions

6.10 References

Customer Experience Management

7.0 Objectives

7.1 Introduction

7.2 Keys Areas of Customer Experience Management

7.3 Importance of Customer Experience Management

7.4 Managing Customer Experience

7.5 Let Us Sum Up

7.6 Terminal Questions

7.7 References

Customer Loyalty

8.0 Objectives

8.1 Introduction

8.2 Factors Affecting Customer Loyalty

8.3 Types of Customer Loyalty

8.4 Importance of Customer Loyalty

8.5 Building Customer Loyalty

8.6 Loyalty Programme

8.7 Let Us Sum Up

8.8 Terminal Questions

8.9 References

Grievance and Complaint Management System

9.0 Objectives

9.1 Introduction

9.2 Reasons for Customer Grievance

9.3 Behaviour of Aggrieved Customers

9.4 Types of Complainers

9.5 Complaint Management

9.6 The Complaint Management Process

9.7 Guidelines for Handling Complaints

9.8 Let Us Sum Up

9.9 Key Words

9.10 Terminal Questions

9.11 References

Service Recovery

10.0 Objectives

10.1 Introduction

10.2 Benefits of Service Recovery

10.3 Customer Response to Service Failure

10.4 Strategies for Service Recovery

10.5 How to Provide Effective Service Recovery?

10.6 Employee Training

10.7 Let Us Sum Up

10.8 Key Words

10.9 Terminal Questions

10.10 References

Internal Marketing

11.0 Objectives

11.1 Introduction

11.2 Creating a Positive Culutre

11.3 Team Work

11.3.1 Attributes of a Successful Team

11.3.2 Team Building Essential for Team Work

11.33 Case Study

11.4 Internal Customer Satisfaction in Retail

11.5 Let Us Sum Up

11.6 Terminal Questions

Communication with the Customer

12.0 Objectives

12.1 Introduction

12.2 Listening to the Customer

12.2.1 How do Some Companies Listen to their Customers

12.2.2  Why should Companies Listen to Customers

12.2.3 Listening to Customers in a Retail Environment

12.3 Word of Mouth

12.4 Education the Customer

12.5 Managing Promises

12.6 Let Us Sum Up

12.7 Terminal Questions

12.8 References

Download MBA in Diploma in BBA Retailing Year 1 Customer Services Management Notes PDF

The candidates can download these Customer Services Management Notes PDF links at any time they want.

Download Customer Services Management PDF

Download Customer Services Management PDF, Click on the below link to download the Study Materials (SLM):

Related Books

The related Books were mentioned below that the Books and the author’s names were mentioned below.

• IGNOU Customer Service Management by Chakradhar Publication
• Client Tracking Book: Customer Tracking Log Book by Ghr Client Books
• Coordinate Implementation of Customer Serv Ice Strategies by Sandra Griffith
• Anti-Money Laundering & Know Your Customer by Indian Institute of Banking and Finance
• Client Tracking Book: Customer Tracking Log Book by Kbc Client Books

Buy through Amazon.in

The Books were also available in Online stores like Amazon, etc. So, if any case the books will not available in the market. So, the candidates can also purchase online.

• IGNOU Customer Service Management by Chakradhar Publication
• Client Tracking Book: Customer Tracking Log Book by Ghr Client Books
• Coordinate Implementation of Customer Serv Ice Strategies by Sandra Griffith
• Anti-Money Laundering & Know Your Customer by Indian Institute of Banking and Finance

Also Read

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BBA Course Duration

We have covered the total information about the Customer Services Management Notes PDF with Important Questions, Similar Books as well. And, For any Queries mention in the below comments. So, we can clear your doubts.