CRM- ASSIGNMENT- Written Test

Learner Name
Astha Rana
Course Title
Certification course in aviation hospitality and tours and travels

SHORAB
Assessor Name SIR

Internal Verifier Shakun 30 oct

Name mam Date 2023
Unit Number and
Title CUSTOMER SERVICE
Custo
Assignment Title mer Service
Outcome
Number(s) Examine the importance of Customer Service.
and
Statement(s)
Date Set Hand In Date 30 oct 2023

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.

Explain ways in which the needs of different types of customers are

Purpose/Aim 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 Astha Rana

Reference id FIAT/GMN/22-23/77 Date 30 OCT 2023 Batch Code

 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. CUSTOMERS: A customer can be defined as any person who buys any goods or services
available in the market. The customer is responsible for the inflow of money, in india many
traders and businessmen 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 create loyal customers Customer service is a broad concept. Due to
technological advances, customer service can be provided through telephone, email, chatbots,
or etc.

INTERNAL AND EXTERNAL CUSTOMERS,

1. INTERNAL CUSTOMER: Internal customers 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 customers are the people that pay
for and use the products or services your company offers. To be clear, an external customer is a
person who is not directly

connected to your organization other than 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 or parks, the guests that stay in hotels, the diners that eat in restaurants.
TYPES OF EXTERNAL CUSTOMERS
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• Loyal customers: Customer loyalty means a consumer's devotion to a company, product line,
or brand.

⚫ New customers: New customer are those people who had never done a transaction or
purchased any product from the brand-house earlier.

• Discount customers Discount customers are also frequent visitors but they are only a part of
business when offered with discounts on regular products and brands or they buy only low cost
products

⚫ Retaining customers: Customer retention refers to a company's ability to retain its customers
over a specific period. In other words, 'to keep them.

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 best way to identify their needs is to take an organized approach. Some refer to this as a
customer needs analysis, which provides you with valuable insights about your target audience.
Common methods for discovering what customers want include focus groups, social listening,
 CRM- ASSIGNMENT- Written Test

and keyword research.

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 product. At times, customers want
to give feedback but dont know how to place it and at times customers hesitate in
giving feedback as they believe it to be useless. So it is 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.
These terms are often used interchangeably but are diverse and define the different stages
of the customer experience journey. Customer satisfaction is all about meeting the
 CRM- ASSIGNMENT- Written Test

customer's expectations. In contrast, customer delight is the next step, where you exceed
customer expectations of your product or service.

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.
 CRM- ASSIGNMENT- Written Test

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 customers reach support and communicate a problem, they want to be emphasized.
This is the key rule of customer support and the customers expect this from the organization's
staff.
5. Responsiveness
Responsiveness refers to the organization’s ability and preparedness to offer fast and quality
services to the customers. The organization has to be available to respond to customers 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.

Listening, understanding 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.

1.Remain calm.

2.Practice active listening.

3.Repeat back what your customers say.

4.Thank them for bringing the issue to your attention.

5.Explain the steps you'll take to solve the problem.

6.Set a time to follow-up with them, if needed.

7.Be sincere.

8.Highlight the case's priority.