CRM- ASSIGNMENT- Written Test

Learner Name RAUNAK

Course Title

Assessor Name Khushnuma

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 5/5/24

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.

Learner name

Reference id FIAT/LUK/23-24/50 Date 05/05/2024 Batch Code P6

Back Ground work:

 CRM- ASSIGNMENT- Written Test

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,
 CRM- ASSIGNMENT- Written Test

with examples from the project work. Identify different types of external customer (PASS)

Ans.In sales, commerce, and economics, a customer is the recipient of a good, service,product
or an idea - obtained from a seller, vendor, or supplier via a financial transaction or exchange
for money or some other valuable consideration.

Consider the case of Starbucks Coffee. It has both internal and external customers. The internal
customers will be the people that work within the business of Starbucks like the Board of
Directors of the company, the supervisors and team members that serve coffee.External
customers will be the everyday public that come in and buy coffee.

Another example can be a software application for e-commerce. Internal Customers are the
employees. who use the same to list products and pricing and external customers are the ones
who use the portal to order and buy products.

External customers are those who see your company mainly as a provider of something they
buy. Internal customers participate in your business by actually being a part of it.Customer
service is the act of taking care of the customer's needs by providing and delivering
professional, helpful, high quality service and assistance before, during, and after the
customer's requirements are met. Customer service is meeting the needs and desires of any
customer.
 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. A moment of truth is simply any interaction during which a customer may form an
impression of your brand or product. This impression may be either positive or negative to
create 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 create a question together.

Murray owns an auto repair shop located in the hearth of the city. He is considered to be one of
the best mechanics in the state and he is always getting a lot of clients. He was recently
interviewed by a local newspaper and when the journalist asked him about his secret formula
to be so successful he clearly stated: "It is all about winning the client's trust". He described this
by pointing out the fact that when a customer arrives his shop the moment of truth for him is
the diagnosis. He has understood that if a mechanic communicates effectively with the client
and issues a reliable diagnostic, from the client's perspective, they will decide positively
towards the shop. This has been a highly profitable strategy for Murray and many other shops
are implementing this approach to attract and retain customers.

Question3. Identify, analyse the bottleneck of customer problem and implementation of

 CRM- ASSIGNMENT- Written Test

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 of major customer problem in an organisation are like-

-Indecisive planning and course of operation

-Lack of coordination among various departments
-inadequate synchronisation between the personnels

In order to provide a solution to these problems,the enterprise must make

efficientplannings that provides a good course of plan,operations and execution which
bringclarity of actions and hence establishing coordination amongst the
organisationpeople.And hence the enterprise can understand the customers' need in a
betterway and then provide with better services fulfilling the expectations utmost
andenhancing the customer satisfaction.

Customer expectations and customer satisfaction are correlated as it is theexpectations

that setup the bar for the satisfaction.The higher the expectationsthen higher will be the
efforts to provide utmost satisfaction to the customer.Whenthe customer feels that they
have been provided with the utmost satisfaction,then itcreates a feeling of customer
delight and hence creates a chance that customerwould come back again for the purpose
to the same organisation.

Customer perception of a service or product is determined by his emotions

andimpressions.Emotions are guided by expectations,whether the service or
productmet,exceeded or fell below expectations.

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

 CRM- ASSIGNMENT- Written Test

(MERIT)
Ans.
Customer satisfaction is defined as a measurement that determines how happy customers
are with a company's products,services,and capabilities.Customer satisfaction
information,including surveys and ratings,can help a company determine how to best
improve or change its products and services.

Customer delight means surprising a customer by exceeding their expectations and thus
creating a positive emotional reaction.This emotional reaction leads to word of
mouth.Customer delight is the process of exceeding a customer's expectations to create a
positive experience with your product or brand.

Customer retention refers to the ability of a company or product to retain its customers
over some specified period.High customer retention means customers of the product or
business tend to return to,continue to buy or in some other way not defect to another
product or business,or to non-use entirely

Question 5. Assess the different Customer Service skills that you noticed (external and
 CRM- ASSIGNMENT- Written Test

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.
Following is the demonstration of the customer handling skills with an example in theRATER
Model:
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 deliversservice on time,
regularly, and precisely. It is the most significant service dimension inthe 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 empathetic 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 andquality
services to the customers. The organization has to be available to respond tocustomers when
they need them.
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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.
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.

Question7. How would you handle an angry customer? Explain with reasoning. (DISTINCTION)
Ans.

In order to deal with an angry customer one needs to-

1.Be an active listener
2.Listen carefully to the customer....
3.Repeat what you've just heard....
4.Actively sympathize/apologize....
5.Take responsibility to resolve the issue....
6.Remain calm and compassionate