CRM- ASSIGNMENT- Written Test
Raju
Learner Name Sarkar
Course Title
Customer service
Assessor Name Sajid Hasan
Internal Verifier
Name Dipika N Date 16/07/25
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.
Raju sarkar
Learner name
FIAT/BKM/24-
Reference id 25/130 Date16/07/25 Batch Code L9
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.
A customer is any individual or organization that purchases goods or services from a business.
Customer Service refers to the support offered before, during, and after a purchase to ensure a
satisfying experience.
External customers are the end users of the service. In my project, I visited a restaurant called
“Spice Garden.” I, as a walk-in guest, was an external customer. Other examples included online
food delivery customers and dine-in guests.
Internal customers are employees and departments within the organization that rely on one
another. For example, the waiters depended on the kitchen staff to fulfill orders efficiently,
while the cashier relied on the floor staff for billing accuracy.
Types of external customers observed:
Families (dining together)
Solo customers
Couples
Tourists
Online delivery customers (via Swiggy/Zomato)
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.
Common strategies used to identify customer needs included:
Friendly greetings and questions like “Is this your first visit?”
Menu recommendations based on preferences.
Feedback collection after dining.
Basic needs of a customer:
Quick service
Cleanliness
Courteous staff
CRM- ASSIGNMENT- Written Test
Accuracy in order
Quality food
In my visit, I noticed that customers appreciated quick response times and personal attention. A
couple asked for less spicy food, and the staff made special adjustments, which made them feel
heard and valued.
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.
Bottleneck observed: A long delay in food delivery for a large group due to kitchen
congestion.
Implemented solution: The floor manager offered complimentary starters and apologized
sincerely.
Customer Expectation is what customers believe they will receive.
Customer Satisfaction happens when expectations are met.
Customer Delight occurs when expectations are exceeded.
CRM- ASSIGNMENT- Written Test
In this case, the guests were initially dissatisfied, but the proactive solution created delight,
which turned their negative experience into a positive one.
Customer Perception is influenced by emotions, previous experiences, and service quality.
Positive perception boosts satisfaction, even if service isn't perfect.
Question 4. Analyse customer Satisfaction, Customer Delight, and Customer Retention.
(MERIT)
Ans.
Customer Satisfaction is meeting expected service standards (e.g., food served hot and
fresh).
Customer Delight is going beyond expectations (e.g., staff remembering repeat customers'
names or offering surprise discounts).
Customer Retention is the result of consistent satisfaction and delight.
At “Spice Garden,” a family mentioned it was their third visit that month. The manager
offered them a dessert on the house. Their loyalty was a clear example of retention driven
by consistent delight.
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) External skills observed:
CRM- ASSIGNMENT- Written Test
Warm greetings
Listening actively to customers
Personalized food recommendations
Internal skills observed:
Coordination between servers and kitchen
Effective communication during peak hours
My aptitude: I enjoy helping others and have strong listening and communication skills. I can
remain calm under pressure, making me capable of handling diverse customer moods.
RATER Model:
Reliability: Orders were mostly accurate and timely.
Assurance: Staff gave clear answers about ingredients.
Tangibles: Uniformed staff, clean menu cards, neat tables.
Empathy: Staff listened to allergies and made changes.
Responsiveness: Immediate attention to hand-raise or requests.
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.
If I were the manager, I would:
Implement a digital ordering system to reduce delays and confusion.
CRM- ASSIGNMENT- Written Test
Offer live order tracking on the table screen for transparency.
Provide customer feedback kiosks at the exit to gather real-time data.
Ensure staff training sessions monthly to maintain empathy and responsiveness.
These would be implemented by training staff, investing in low-cost tech, and rewarding top-
performing employees.
Question7. How would you handle an angry customer? Explain with reasoning. (DISTINCTION)
Ans.
To handle an angry customer:
Listen patiently without interrupting.
Acknowledge their frustration with phrases like, “I understand how you feel.”
Apologize sincerely, even if the issue wasn’t my fault.
Offer a solution, such as a refund or replacement.
Follow up to ensure satisfaction.
Example: If a customer complains about a wrong order, I would apologize, replace the item
immediately, and offer a discount or dessert as compensation. This shows respect,
responsibility, and empathy—key in calming frustration.
