ST.

XAVIERS COLLEGE RANCHI

PROJECT TOPIC

CUSTOMER SERVICE
&
CUSTOMER COMPLAINS AND GRIEVANESS REDRESSAL
STORE (BIG BAZAR AND RELIENCE MART)

MADE BY GUIDANCE BY
ANMOLA SINHA PROF. ANAND GOTHI
CLASS: - B.R.M (SEM – 2) PART – I
ROLL NO. 1114

1
 Objective:

1. To know about the

assortment of product.

1. To know about the

services provided in
store.

1. To know how the retailers handle

their customers and their
complaints.

1. To get on idea about the proper interaction of

the staffs and the manager of the store.
2
 Findings:

*Customers don’t expect you to be

perfect they do expect you to fix
things when they go wrong.

*When customers are unhappy, they will

often complains and customer has a problem with
you services try taking steps to solve the problem
and prevent it happening again.

3
 Questionnaire(finding graph)
Compare between Big Bazaar and Reliance Mart.
Who is best in customer service and customer complaints?

Reliance Mart Big Bazaar

Brand 10% 20%
Location 90% 90%
Parking 30% 10%
Product Quality 40% 10%
Store Design 10% 10%
Good product display 40% 30%
Customer service & good staff behavior 50% 20%

100%
80%
60%
40%
20%
0%
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Br at ki a sp vi
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Pr
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4
 Which is best covering all facility?
Big Bazaar covers all facility Reliance Mart

Big Bazaar Reliance Mart

40% 50%

Chart Title

Big Bazar

Reliance Mart

5
 Conclusion
•Over all product are available in Big Bazaar
and reliance mart .
•All facility is available in Reliance Mart.
•Both are the biggest store in Ranchi. So not a
large difficult in Big Bazaar and Reliance Mart.

6
 Recommendations

Some Recommendation is important in Big Bazaar and Reliance Mart.

•Home delivery facility.
•Quick Billing and packing system.
If these facility all improved properly
so Big Bazaar and Reliance Mart is Far better then another mall and Big store.