QUESTION 1:

If some of our regular customers become dis-satisfied because of service failure. What can you do to convert them in to satisfied customer ?

1. Why & when customers become dis-satisfied?
2. Is customer dis-satisfaction is permanent behavior? If yes, why? If no, why?
3. Discuss the areas and reasons behind service failure.
4. Discuss, service recovery mechanisms to minimize dis-satisfaction.
5. Discuss and define how much and which kind of service deviation consumer can tolerate.

QUESTION 2:

Discuss various methods or alternatives of foreign transactions.

1. Discuss the purposes of foreign transaction.
2. Define and discuss the mechanism of foreign transaction.
3. Define and discuss the types of risk involve in foreign transactions.
4. Is there any additional service charge and transaction charge involved in foreign transactions? If yes, define them for all foreign transaction alternatives available.
5. Suggest the best method for foreign transaction with the justification why that method is best.