CRM- ASSIGNMENT- Written Test

Learner Name

Course Title

Assessor Name

Internal Verifier Name Date

Unit Number and Title CUSTOMER 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

Reference id Date Batch Code

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, with
examples from the project work. Identify different types of external customer (PASS)
 CRM- ASSIGNMENT- Written Test

Ans.

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.

Question3. Identify, analyse the bottleneck of customer problem and implementation of solutions
to exceed the customer expectations and enhance the customer satisfaction. Correlate Customer
 CRM- ASSIGNMENT- Written Test

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.

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

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.