Class 12 It Chapter 2 Customer Query Management

Class 12 It Chapter 2 Customer Query Management Solutions English Medium As Per AHSEC New Syllabus to each chapter is provided in the list so that you can easily browse through different chapters Class 12 It Chapter 2 Customer Query Management Question Answer and select need one. Class 12 It Chapter 2 Customer Query Management Notes Download PDF. AHSEC Class 12 Elective It-ITes Question Answer English Medium.

Class 12 It Chapter 2 Customer Query Management

Also, you can read the NCERT book online in these sections Solutions by Expert Teachers as per Central Board of Secondary Education (CBSE) Book guidelines. AHSEC Class 12 Elective It-ITes Textual Solutions are part of All Subject Solutions. Here we have given AHSEC Class 12 It Chapter 2 Customer Query Management Textbook Solutions English Medium for All Chapters, You can practice these here.

Customer Query Management

Chapter: 2

SESSION 1: CUSTOMER QUERIES

Check Your Progress

A. Multiple Choice Questions:  

1. What is the primary purpose of an effective call opening?  

(a) To end the call promptly.  

(b) To establish a positive tone and rapport.  

(c) To rush through the conversation.  

(d) To avoid greeting the customer.  

Ans: (b) To establish a positive tone and rapport.  

2. Which step is NOT part of handling a call? 

(a) Expressing gratitude.  

(b) Recording call details.  

(c) Making personal notes.  

(d) Readiness for the next call.  

Ans: (c) Making personal notes.  

3. What does active listening involve?  

(a) Only hearing spoken words.  

(b) Observing verbal cues.  

(c) Concentrating on what’s being said and unspoken cues.  

(d) Ignoring body language.  

Ans: (c) Concentrating on what’s being said and unspoken cues.  

4. Which principle is essential in active listening?  

(a) Interrupting the speaker.  

(b) Prioritizing speaking over listening.  

(c) Focusing on larger perspectives.  

(d) Showing impatience.  

Ans: (c) Focusing on larger perspectives.  

5. What is the significance of empathy in customer service?  

(a) Ignoring customer emotions.  

(b) Acknowledging and addressing customer feelings for better solutions.  

(c) Focusing solely on company policies.  

(d) Being indifferent to customer issues.  

Ans: (b) Acknowledging and addressing customer feelings for better solutions.  

6. What is the primary purpose of introducing yourself and mentioning the company you represent at the beginning of a call?  

(a) To confuse the customer.  

(b) To establish a connection and context.  

(c) To avoid interaction.  

(d) To rush through the conversation.  

Ans: (b) To establish a connection and context.  

7. What is a crucial step for a customer service representative before ending a call?  

(a) Expressing gratitude.  

(b) Interrupting the customer.  

(c) Making personal remarks.  

(d) Avoiding any further conversation.  

Ans: (a) Expressing gratitude.  

8. Which factor does NOT contribute to effective listening?  

(a) Concentration.  

(b) Bias.  

(c) Patience.  

(d) Interpretation of verbal and non-verbal cues.  

Ans: (b) Bias.  

9. What does ‘INCOME calls’ typically refer to in a call center?  

(a) Outgoing calls made by CSRs.  

(b) Calls received by CSRs from customers.  

(c) Internal meetings.  

(d) Call recordings.  

Ans: (b) Calls received by CSRs from customers.  

10. What does active listening primarily involve?  

(a) Hearing only the words spoken.  

(b) Observing body language.  

(c) Focusing on multitasking.  

(d) Concentrating on both verbal and non-verbal cues.  

Ans: (d) Concentrating on both verbal and non-verbal cues.  

B. Fill in the Blanks:

1. The initial moments of a conversation are crucial for forming a favorable first _____________.  

Ans: Impression.  

2. Effective call openings involve tailored greetings and maintaining a ____________ tone.  

Ans: Positive.  

3. Handling calls includes logging in, headset setup, expressing gratitude, and __________ for the next call.  

Ans: Readiness.  

4. Active listening involves discerning ___________ cues.  

Ans: Verbal and non-verbal.  

5. Principles of active listening include empathy, patience, and understanding ___________. 

Ans: Perspectives.  

6. Creating a positive ___________ is important.  

Ans: Rapport.  

7. Effective listening involves interpreting _____________ cues.  

Ans: Non-verbal.  

8. Empathy involves understanding and acknowledging a customer’s ______________.  

Ans: Emotions.  

C. State whether the following statements are True or False:  

1. Effective call openings are relevant in customer interactions.  

Ans: True.  

2. Active listening involves only focusing on spoken words.  

Ans: False.  

3. Empathy in customer service disregards customer emotions.  

Ans: False.  

4. Active listening involves interrupting the speaker to show engagement.  

Ans: False.  

5. Sympathy and empathy hold the same significance in customer interactions.  

Ans: False.  

6. Active listening only involves paying attention to verbal messages.  

Ans: False.  

7. Expressing gratitude is necessary in customer interactions.  

Ans: True.  

8. Sympathy and empathy have the same meaning in customer service.  

Ans: False.  

9. Empathy in customer service focuses solely on resolving issues.  

Ans: False.  

10. Call openings have minimal impact on customer interactions.  

Ans: False.  

D. Answer the following questions in short:

1. What role do voice customer service associates play in call centers? 

Ans: Role of voice customer service associates: Establishing positive impressions and rapport through engaging calls and clear introductions.

2. Why are the initial moments of a conversation crucial in customer interactions? 

Ans: Creating a positive first impression is important. A first impression is the last impression. The way you communicate and present yourself for the first time determines how you are perceived by others.

3. What are some effective opening lines for a CRM Domestic (Voice) call?

Ans: The following are some of the greeting scripts to start with:

Hello, [Customer Name]! Thank you for contacting [Business Name]. How can I help?

Hey there! We appreciate you using [Service Name]. We’re happy to help you with any questions you have.

Hi, [Customer Name]! Thanks for reaching out. Give me just a moment to read your message and I’ll do my best to help.

Welcome back, [Customer Name]! It’s great to see you again. How can I assist you today?

Hi, [Customer Name]! Welcome back to [Business Name]. Did you manage to resolve [the previous issue]?

4. List three ways to greet a customer effectively.  

Ans: The  three ways to greet a customer effectively are as under:

(i) Hello by time of day: Adjusting your greetings according to the time of day adds a personal touch.

(ii) Stand up when you meet someone: This shows that you respect that person.

(iii) Introduce yourself immediately: When initiating contact, introduce yourself courteously by saying your name.

5. What are the steps involved in handling a call, as outlined in the chapter?

Ans: Step 1: Ravi starts by logging into his computer using his user ID.

Following that, he enters his password to gain access.

Step 2: Next, he logs onto the Automatic Call Distributor or the ‘hard phone’.

Step 3: Now Ravi puts on his headset.

Step 4: Now Ravi is prepared to take calls. He recognizes an incoming call when his headset beeps or the hard phone blinks. Ravi begins conversing with the customer.

Step 5: After concluding the conversation with the customer: Ravi expresses gratitude to the customer before ending the call. He records the details of the call in the application.

6. Explain the difference between hearing and active listening.

Ans: Hearing captures sounds, but listening demands more—it necessitates concentration and attention to detail. When you listen, it’s not just about grasping the words; it’s about observing the narrative’s delivery, language nuances, vocal tones, and body language. 

Effective listening involves being attuned to both verbal and non-verbal cues, enhancing your understanding and perception of the complete message.

Listening is a cognitive process.

Hearing is a sensory function.

7. Name three principles of active listening discussed in the chapter.

Ans: Stop talking: We have two ears and one mouth for a reason: listen more than you speak.

Prepare to listen: Focus on the speaker. Forget other things.

Put the speaker at ease: Ensure the speaker feels at ease during the conversation.

8. Why is empathy considered crucial in customer service?

Ans: Successful customer service relies on empathy, the ability to perceive situations from the customer’s viewpoint. It extends beyond just resolving issues; acknowledging a customer’s emotions is crucial before presenting solutions. Empathy involves grasping and validating a customer’s feelings and requirements before providing a fitting solution.

9. Define sympathy in the context of customer interactions. 

Ans: Sympathy involves feeling pity or compassion for another person’s misfortune. Expressing empathy for another’s hardships or misfortunes. Compassionate understanding towards someone’s negative emotions or situation. An essential phase in social and moral growth and understanding.

10. How do CSRs typically recognize an incoming call? 

Ans: He recognizes an incoming call when his headset beeps or the hard phone blinks.

SESSION 2: QUERY MANAGEMENT

Check Your Progress

SESSION 3: DOCUMENTATION OF CUSTOMER QUERIES

Check Your Progress

SESSION 4: MANAGE QUERY RESOLUTION

Check Your Progress