Class 12 IT ITeS CRM Domestic Voice | Module 2 Customer Query Management | Session 2 Query Management questions answers

Class 12 IT ITeS CRM Domestic Voice | Module 2 Customer Query Management | Session 2 Query Management questions answers

Dear students, In this page you will get Class 12 IT ITeS CRM Domestic Voice | Module 2 Customer Query Management | Session 2 Query Management questions answers. The questions answers have been prepared taking the reference of class 12 IT ITeS book CRM Domestic Voice published by NCERT.

D. Answer the following questions in short

1. What are the key applications within the Microsoft Office suite for processing and tracking customer queries and complaints?

Answer: The key applications within the Microsoft Office suite for processing and tracking customer queries and complaints are-

Microsoft Excel – to record, track, and analyze customer queries and complaints.

Microsoft Word – to prepare reports, letters, and complaint documents.

Microsoft Outlook – to manage customer emails and follow-ups.

Microsoft Access – to store and manage large customer databases.

2. How important is it to understand the requirements of a company’s case management system for effective query resolution?

Answer: It is very important because understanding the system helps in correctly logging cases, tracking progress, prioritizing issues, and resolving customer queries quickly and accurately.

3. What steps can be taken to assure a customer that their concerns have been understood during an interaction?

Answer: Following steps can be taken to assure a customer that their concerns have been understood during an interaction

i. Listen carefully without interrupting

ii. Repeat or summarize the issue

iii. Ask relevant questions

iv. Confirm the problem with the customer

v. Show empathy and assurance

4. Why is it essential to promptly redirect queries outside of one’s area of competence or authority ?

Answer: Redirecting such queries ensures faster and correct resolution, avoids misinformation, and improves customer satisfaction by connecting them to the right person.

5. Explain the significance of call forwarding and its proper execution in customer service.

Answer : Call forwarding ensures that customer calls reach the appropriate department or expert. Proper execution reduces waiting time, avoids repeated calls, and improves service efficiency.

6. Describe a scenario where a customer might consider switching service providers and how this situation could be addressed to retain the customer.

Answer: A customer may consider switching due to poor service or unresolved complaints. This can be addressed by apologizing, resolving the issue quickly, offering compensation or better plans, and assuring improved service.

7. What are Service Level Agreements (SLAs) in the context of customer service?

Answer:  SLAs are formal agreements that define service standards such as response time, resolution time, and quality of service between the service provider and the customer.

8. How do SLAs differ between customer-based and service-based agreements ?

Answer: Service-based SLAs apply the same service standards to all customers using a particular service.

Customer-based SLAs are collective agreements covering various services used by a group of individual customers.

9. Explain the concept of multilevel SLAs and provide examples of their application.

Answer: Multilevel SLAs have different service levels for different customers or situations.
 Example: i. Basic support for regular customers

ii. Faster support for premium customers

iii. Highest priority for critical business clients

10. Why is customer retention considered crucial for a company’s success, and how does it differ from customer satisfaction?

Answer: Customer retention is crucial because retaining customers is cheaper than acquiring new ones and leads to steady revenue.

Customer satisfaction means the customer is happy at the moment.

Customer retention means the customer continues using the service long-term.