CRM- ASSIGNMENT- Written Test

Janvi
khatri
Learner Name

Course Title AHTM (CA-11)(23-24)

SAUR
ABH
KAKA
Assessor Name NI SIR

SAURABH
KAKANI
Internal Verifier Name SIR Date 01/12/2024
Unit Number and TitleCUSTOMER SERVICE
Assignment Title Customer Service
Outcome
Number(s) Examine the importance of Customer Service.
and Statement(s)
Date Set 1/12/24 Hand In Date 1/12/24

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.

Janvi khatri
Learner name
Reference id FIAT/IDR/23-24/392 Date 1/12/24 Batch Code A-1`
 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-
 CRM- ASSIGNMENT- Written Test

Question 1. Define Customer and Customer Service. Describe External and Internal Customer,
with examples from the project work. Identify different types of external customer (PASS)

Ans : customer :A customer can be defined as any person who buysany

good or services available in the market . the customer is responsible
for the inflow of money in india many traders and business men refer
to the customer as god .
Customer service : it can be defined as any additional service that is
provided to the customer after any product or service has been sold .
outstanding customer service enables a company to retain and crate
loyal customers. Customer service is a board concept. Or etc.

INTERNAL AND EXTERNAL CUSTOMER

1. INTERNAL CUSTOMER. Internal customer are company
employees who consume goods or services that another
employee provides . This often involves relying on someone else
within the company for help . for example, if an employee needs
assistance with a computer issue and reaches out to the it
department for help, that employee becomes an internal
customer of the it department. Employees. Owners and other
types of representatives, like shareholders , may all be internal
customers.
2.EXTERNAL CUSTOMER : External customer are that pay for and
use the product or services your company offers. To be clear, an
external customer is a person who is not directly connected to your
 CRM- ASSIGNMENT- Written Test

organization other then by purchasing your product or service. Some

common examples can be a people who go to a retail store to buy
groceries, visitors buying tickets at monuments of parks , the guests
that stay in hotel, the dinner that eat in resturant
TYPES OF EXTERNAL CUSTOMER :-
LOYAL CUSSTOMER :- Customers loyalty means a consumer’s
devotion to a company , product line ,or brand
NEW CUSTOMER :- New customer are those people who had
never done aa transaction or purchased any product from the brand
-house earlier .
DISCOUNT CUSTOMER :- Discount customers are also frequent
visitors but they are only a part of business when offered with
discount on regular product and brands or they buy only low cost
product
RETAINING CUSTOMERS:- Customers retention refers to a
company’s ability to retain its customers over a specific period . in
other word’s to keep them .

or service has been so

 CRM- ASSIGNMENT- Written Test

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. MOMENT OF TRUTH : A moment of truth is simply any

interaction during which a customer may from an impression of your
brand or product ……. The aim for the user experience designer is to try
and ensure that moments of truth a positive impact on the customer /
user impression of the brand or product. Customer have an exception
that each moment of truth will provide accurate information and an
effortless interaction with an organization. The challenge organizations
face regarding moments of truth is to identify every possible customer
touchpoint and optimize each one, whether it is a recurring
experience ,such as sending out a billing statement, or a one-time
communication with a sales representative over the phone
HOW TO CRATE :- To crate a moment of truth , you need to give
people information they can’t argue with. Things they want, know , or
do that are in opposition to each other. You need to give them truths
they can’t question individually but that crate a question together
FOR EXAMPLE :- A customer who reeds a review of a mobile
device on an ecommerce site.
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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 analysing customer problems is the lack of communication between
the customer and company producing. At times , customer want to give feedback but don’t
know how to place It and times customers hesitate in giving back feedback as they believe
it to useless. So it important that customer should be taught about feedback ways and
then response from the company should be shared with customer also.

Question 4. Analyse customer Satisfaction, Customer Delight, and Customer Retention.

(MERIT)
Ans. While customer satisfaction is all about meeting expectations , customer delight is
about exceeding them. Also , customer delight brings many long-term benefits to the
brand. Satisfied customers may or may not purchase from your brand again, especially if
they receive the same level of satisfaction from another brand. They also won’t be
hesitant to switch to another brand. But delighted customers will surely be hooked to
your brand because. They love the experience. As they have received a service that excels
in every way, they are more likely to remain loyal.
Another key difference is that satisfied customer showcase their pleasure by reviewing or
rating the product. But, delighted customer often take it upon themselves to advocate for
the brand by engaging in world-of-mouth marketing.
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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. EXPLANATION :
1: Reliability : Reliability denotes the delivery of the agreed service as promised by the
company. The service offered has to be dependable and this can be achieved when one
delivers service on time, regularly, and precisely. It is the most significant service dimension
in the RATER model
2: Assurance : Assurance is the aspect that pacts with trust and credibility . meeting customer
anticipations get easier when the organization can show them that they are responsible and
know what they are doing. This comprises answering customer queries and concerns
efficiently and expertly .
3: Tangibles: It refers to the Physical dimension of the organization’s service such as office,
staff, website, equipment, etc. Tangibles do not always signify something that has a material
appearance instead it refers to the image of your business
4: Empathy: It refers to the employee’s empathic behaviour . The customer support staff has
to be sensitive . When customer reach support and communication a problem, they want to
be emphasized. This is the rule of customer support and the customer expect this from the
organization’s staff.
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5: Responsiveness: refers to organization’s ability and preparedness

to other offer fast and quality services to the customers. The
organization has to be available to respond to customer when they need them.

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. Standing your customer’s needs, thanking the customer and promoting a positive, helpful
and friendly environment will ensure they leave with a great impression. A happy customer
will return often and is likely to spend more. They may also refer other people to your
business.
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Question7. How would you handle an angry customer? Explain with reasoning. (DISTINCTION)
Ans. When dealing with an angry customer, the most effective approach is to stay calm, actively
listen to their concerns, acknowledge their frustration, apologize for the situation, empathize
with their feelings, and clearly explain the steps you will take to resolve the issue; this strategy
works because it shows the customer you are taking their problem seriously, are trying to
understand their perspective, and are committed to finding a solutions, which can help de-
escalate the situation and potentially turn a negative experience into a positive one.