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CRM-ASSIGNMENT - Written Test: Instruction

This document outlines a customer service assignment which requires students to: 1) Visit a customer service outlet in person or online and observe customer behavior and needs. 2) Record their experience in a presentation addressing introduction, acknowledgement, reference, and conclusion. 3) Answer questions about key customer service concepts like defining customers and customer service, identifying customer needs, exceeding expectations, and satisfaction. 4) Higher level questions address skills, potential changes, and handling angry customers.

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ASHISH OJHA
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© © All Rights Reserved
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Download as DOCX, PDF, TXT or read online on Scribd
1K views

CRM-ASSIGNMENT - Written Test: Instruction

This document outlines a customer service assignment which requires students to: 1) Visit a customer service outlet in person or online and observe customer behavior and needs. 2) Record their experience in a presentation addressing introduction, acknowledgement, reference, and conclusion. 3) Answer questions about key customer service concepts like defining customers and customer service, identifying customer needs, exceeding expectations, and satisfaction. 4) Higher level questions address skills, potential changes, and handling angry customers.

Uploaded by

ASHISH OJHA
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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CRM- ASSIGNMENT- Written Test

Learner Name

Course Title

Assessor Name

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

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,
CRM- ASSIGNMENT- Written Test

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


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.

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.

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