CRM- ASSIGNMENT- Written Test

Shezan
Learner Name shaikh

Frankfinn Advance Certificate Course in Aviation, Hospitality, Travel &

Course Title Customer Service

Archana
verma
Assessor Name Ma'am

Internal Verifier Name Date

Unit Number and TitleCUSTOMER 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 Shezan shaikh

Reference id FIVT/GVD/24-25/58 Date- 24/12/2024 Batch Code - O5

 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.
Definition of Customer and Customer Service
•Customer: A customer is an individual or organization that purchases goods or services from a
business. Customers can be end-users or intermediaries who buy products for resale.
•Customer Service: Customer service refers to the support and assistance provided to
customers before, during, and after they purchase a product or service. It includes answering
questions, resolving issues, and ensuring a positive experience.

=External and Internal Customers

•External Customer: An external customer is someone who purchases products or services
from a business but is not part of the organization. They can be individuals or other businesses.
Example: In a project where a software company develops a new app, the users who download
and use the app are external customers. They provide feedback and support requests to the
company.

•Internal Customer: An internal customer is a member of the organization who relies on the
assistance of other employees to fulfill their job responsibilities.
Example: In the same software company, the marketing team that relies on the development
team for updates on the app features is an internal customer. They need information to create
effective marketing strategies.
 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.
•To identify customer needs, we used several methods:
1. Surveys: We distributed online surveys to gather quantitative data on customer preferences
and satisfaction.
2. Interviews: One-on-one interviews provided deeper insights into individual experiences and
expectations.
3. Focus Groups: We organized discussions with small groups to explore customer opinions and
ideas.
4. Observation: We observed customers in-store to see how they interacted with products.

•Basic Customer Needs

Customers generally have basic needs such as:
- Quality: They expect products to be reliable and effective.
- Price: They look for good value for their money.
- Convenience: Easy access to products and services is crucial.
- Customer Service: Support and assistance are important throughout the buying process.
- Trust: Customers need to feel confident in the brand.
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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.
=Implementation of Solutions
To exceed customer expectations, we implemented several solutions:
1. Increased Staffing: We hired more customer service representatives to reduce wait
times.
2. Self-Service Options: We developed an online FAQ and chatbot to help customers find
answers quickly.
3. Training Programs: We enhanced training for staff to improve the quality of customer
interactions.

= Correlation of Concepts
Customer expectation refers to what customers believe they will receive from a service.
Customer satisfaction is the degree to which those expectations are met. Customer delight
occurs when the service exceeds expectations, leading to a stronger emotional connection
with the brand.

= Customer Perception and Service Evaluation

Customer perception is closely related to service evaluation because it shapes how
customers interpret their experiences. Positive perceptions lead to higher satisfaction
ratings, while negative perceptions can result in dissatisfaction. Understanding this
relationship helps businesses tailor their services to meet and exceed customer
expectations. If you need more details, let me know!

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

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(MERIT)
Ans.
Customer satisfaction, customer delight, and customer retention are interconnected
concepts that play a crucial role in business success.

=Customer Satisfaction
This refers to how well a product or service meets customer expectations. High customer
satisfaction indicates that customers are happy with their experience, which can lead to
repeat business. Key factors influencing satisfaction include product quality, service speed,
and customer support.

= Customer Delight
Customer delight goes beyond satisfaction; it occurs when a company exceeds customer
expectations. This can create strong emotional connections and loyalty. Delight can be
achieved through exceptional service, personalized experiences, or unexpected rewards,
leading to positive word-of-mouth and brand advocacy.

= Customer Retention
Customer retention is the ability of a company to keep its customers over time. Satisfied
customers are more likely to return, but delighted customers are even more likely to stay
loyal and make repeat purchases. Retention strategies often include loyalty programs,
regular communication, and continuous improvement of products and services.

In summary, while customer satisfaction is essential for retention, creating moments of

delight can significantly enhance loyalty and long-term customer relationships. Let me
know if you need further insights!
 CRM- ASSIGNMENT- Written Test

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.

During my project, I noticed several important customer service skills, both external and
internal.
For external skills, effective communication and active listening are crucial for understanding
customer needs. Problem-solving skills also play a key role in addressing complaints efficiently.
Internally, collaboration with teammates and adaptability to changing situations are essential
for delivering great service.

Personally, I believe I have a strong aptitude for serving others, as I focus on empathy and
understanding in my interactions.

Using the RATER model, here’s how I demonstrate customer handling skills:
1. Reliability: I ensure timely responses, like calling back within 24 hours as promised.
2. Assurance: I build trust by clearly explaining product warranties.
3. Tangibles: I maintain a clean and organized environment to reflect quality.
4. Empathy: I acknowledge customer frustrations and offer sincere apologies.
5. Responsiveness: I respond quickly to inquiries, providing the needed information promptly.

These skills help enhance customer experiences and foster loyalty.

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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.
If I were the service provider, I would focus on enhancing personalization in customer
interactions. I would implement a system to track customer preferences and previous
interactions, allowing for tailored recommendations and solutions.

•To bring about this change, I would:

1. Train Staff: Provide training on using customer data to personalize service.
2. Feedback Mechanism: Establish a way for customers to share feedback on their
experiences, helping to refine our approach.
3. Regular Check-Ins: Schedule follow-up calls or messages after service interactions to ensure
satisfaction and address any further needs.
By making these changes, I could create a more engaging and satisfying experience for
customers.
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Question7. How would you handle an angry customer? Explain with reasoning. (DISTINCTION)
Ans.
•To handle an angry customer effectively, I would follow a structured approach that
emphasizes empathy, active listening, and problem-solving.

•First, I would remain calm and composed, as my demeanor can influence the
customer's reaction. I would greet them warmly and let them express their
frustrations without interruption. This active listening shows that I value their
concerns and helps them feel heard.

•Next, I would empathize with their feelings by acknowledging their frustration. For
example, I might say, "I can see why this situation is upsetting for you." This
validation can help to diffuse their anger and create a more positive atmosphere for
discussion.

•After that, I would ask clarifying questions to fully understand the issue. It's
important to gather all relevant details to identify the root cause of their
dissatisfaction. Once I have a clear understanding, I would offer a solution that
addresses their specific needs, whether it's a refund, replacement, or another form
of compensation.

•Finally, I would ensure to follow up after resolving the issue to confirm their
satisfaction and reinforce that their experience matters to me. This not only helps
to rebuild trust but can also turn a negative experience into a positive one,
potentially leading to customer loyalty in the future.