CRM- ASSIGNMENT- Written Test

Learner Name

Course Title

Assessor Name

Internal Verifier
Name Date
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

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

Reference id Date 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

• Loyal customers: Customer loyalty means a consumer's devotion to a company, product line,
or brand.
 CRM- ASSIGNMENT- Written Test

⚫ 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.
 CRM- ASSIGNMENT- Written Test

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.

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

(MERIT)
Ans.
 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.

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.
 CRM- ASSIGNMENT- Written Test

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