CRM- ASSIGNMENT- Written Test

Learner Name Karthikeyan

Course Title
Customer Relationship Management

Assessor Name
Reethu mam

Internal Verifier Name Date 25/5/2024

Unit Number and Title CUSTOMER SERVICE
Assignment Title Customer Service
Outcome Number(s) Examine the importance of Customer Service.
and Statement(s)
Date Set Hand In Date

Instruction Your assignment will not be accepted if it does not contain the list of
source details of the text material referred to and the details of the people
contacted in accomplishing this project and the tasks attached.

Purpose/Aim Explain ways in which the needs of different types of customers are met.
Examine the importance to customers, the employee, and the organization of
exceeding customer expectations.

I confirm that the work submitted for this assignment is my own.

Learner name Karthikeyan

Reference id FIAT/BIN/23-24/231 Date- 25/5/2024 Batch Code- D9

 CRM- ASSIGNMENT- Written Test

Back Ground work:

As an integral part of your Customer Service module, you are required to visit any Customer service outlet--a
shopping mall/an individual vendor/a super market/a daily ‘bazaar’/a restaurant/a theatre/a travel agency/a
ticketing counter of the Railways or Ferry Service or any other service outlet – In person or Online.

You are required to have a verbal/ virtual chat transaction with the concerned service provider with or without
the purpose to actually purchase, but definitely with the objective to record your experience in the process as an
external customer as well as your observation of the internal customer behaviour. You will focus on Customer
behaviour, the basic needs of a Customer, Customer Satisfaction and Customer delight aspects including both
external and internal customers. You may record your experience as a brief PPT presentation /MS word write up
presentation in the following format:
 Introduction
 Acknowledgement
 Reference
 Conclusion

On the basis of the above project, you are required to answer the given Questions.

Guidelines: Students to attempt the below questions for getting PASS/ MERIT/ DISTINCTION
1. Write your responses in the space provided below the questions
2. Review your answers before submitting the Assignment

TIMELINE: You can take upto One Week to submit the Assignments-

Question 1. Define Customer and Customer Service. Describe External and Internal Customer, with
 CRM- ASSIGNMENT- Written Test

examples from the project work. Identify different types of external customer (PASS)
Ans: A costumer is a person who buy goods and services from a shop or business. Customer service is
the assistance provided my a company to those people
Who buy or use there product's and services.An external customer is a person who is not a member of
the organization but only purchases goods and services from the company. For example: students,
faculties.ect, An internal coustomer is a person who is a part of the organization and provides
different services to the customer.
For example: the organization employees or the company's partner, ect.
The different types of external customers are: service's,product's, vendors.

Question2.Demonstrate the methods/strategies used to identify the customer need. Analyze and
discuss the basic needs of a Customer and present your findings on the same from the project that you
have done. (MERIT)
Ans: The needs of the customers can be understood by taking their feedback, conducting surveys,
using social media to promote the launch of a new product or service, ect. Some basic needs of the
custmers are friendliness, options, empathy, fairness, time, ect.
 CRM- ASSIGNMENT- Written Test

Question3. Identify, analyse the bottleneck of customer problem and implementation of solutions
to exceed the customer expectations and enhance the customer satisfaction. Correlate Customer
Expectation, Customer Satisfaction and further, Customer Delight in the process…How do you
think Customer perception is related to service evaluation?
(MERIT)
Ans: The bottleneck in analyzing customer problems is the lack of communication between the
customer and the company. At times, customers want to give feedback but don't know the correct
place to give their feedback which leads to the company being unaware of the suggestions and
complaints. Also at times, customer hesitate in giving feedback as they belive it to be useless. So
it is important that customer feedback should be given the top priority. The company should also
make sure that they revert to the customer as soon as possible. A customer when invests his
money in any company or product the main aim of the company is to meet his satisfaction level.
He expects everything to be perfect and to be the way ne wants. A customer is satisfied when the
employees of the company are cheerful, helpful, kind and help the customers find very special
they earm loyal customers that's the reason customer delight is egually important. Customer
perception of a service or product is determined by his emotions and impressions. Customer
perception is related to service evaluation beacuse every customer has the same demand that they
should be treated rightfully and all their needs should be taken care of.

Question 4. Analyse customer Satisfaction, Customer Delight, and Customer Retention. (MERIT)
Ans: Customer satisfact is when the customer is happy with the service provided to him and also
promotes about the same among his/her friends and becomes a loyal customer. Customer Delight
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is when we exceed the customer's expectations and create a positive impact on the customer.
Customer retention is the ability of the company to have on their customers for a longer period
of time and thus creating loyal customers for the company.

Question 5. Assess the different Customer Service skills that you noticed (external and internal)
during your project. Evaluate your own aptitude towards serving another human being. Demonstrate
the customer handling skills with example in Rater Model (Reliability, Assurance, Tangibles,
Empathy & responsiveness) (DISTINCTION)
Ans: The different customer service skills are:
1. Empathy
2. Adaptability
3. Clear communication skills
4. Self-control
5. Taking Responsibility
6. Patience.
I have all the qualities meationed above and I also use them as and when necessary, in my daily life. I
try to help people around me whenever necessary. I try comforting people if they are hassled in their
life. I help them in finding solutions to their problems.
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The customer handling skills with example in Rater Model are:

• Reliability: do you deliver as promised?
• Assurance: does your organization inspire confidence?
• Tangibles: does your company present itself professionally?
• Empathy: are your team members understanding and empowered to solve problems?
• Responsiveness: does your team address queries within the expected time frame?

Question 6. If you were in the place of the service provider that you noticed in the project, how
differently would you render service to your customers? What changes would you try bringing in
and how would you implement the same? (DISTINCTION)
Ans: Everone is different in his/her way. I will always treat my passenger with care and respect,
no wonder however rude they are I will always try to keep myself very cool and calm because we all
know 'Customer is the king'. So I will always try to help my customer and solve their problems if
they are undey my control or else I will ask them to meet my senoirs if I am unable to do so.
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Question7. How would you handle an angry customer? Explain with reasoning. (DISTINCTION)
Ans: If I encounter an angry customer, I will not reciprocate his actions but will stay calm as much as
possible and will converse with him in a very convincing tone. If he is wronged by us then I will surely
ask him for an apology. As we all know an apology is better than any other medicine on this earth or
if that's not the case and he is behaving arrogantly for no reasom I will behave in a calm manner and
will not show any anger against him after some time he himself will realize that he was wrong and
will change his tone by himself.