CRM – Written Assignment

Learner Name Miss. Samiksha Ohe

Frankfinn Advance Certificate Course in Aviation, Hospitality, Travel &

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 Miss. Samiksha Ohe

Reference id FIVT/NAG/22-23/109 Date 27/05/2023 Batch Code - G6

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
3. Also, each question indicates if it is PASS/ MERIT/ DISTINCTION

TIMELINE: You can take up to One Week to submit the Assignments

Ques: 1. Define Customer and Customer Service. Describe External and Internal Customer.

Ans.

Costomer :- Customer is the recipient of a good, service, product or an idea - obtained from a seller,
vendor, or supplier via a financial transaction or exchange for money or some other valuable
consideration

Costomer service :-Customer service is the assistance and advice provided by a company to those
people who buy or use its products or services.

Share types of External customer with Examples.(Pass)

Ans.

External costomer :- An external customer is a person who is not directly connected to your organization
other than by purchasing your product or service. This customer could be a one-time purchaser or a
person who've you worked with long-term and to whom you've provided add-ons or customization
options.

Internal costomer :- Internal customers are people within your organisation who receive goods or
services from another part of your business. They are stakeholders who might be employees,
subcontractors, partner businesses or individuals

Examples fo external costomer :- 1. Shoppers in a supermarket

Ques:2. Define Moment of truth and how can you create it? With Examples. (MERIT)
Ans.

Moment of truth :- The time when you will find out if something has succeeded or happened.
CRM – Written Assignment

We Create It :- So as counterintuitive as it may be, to get the green light, to create a moment of truth,
you need to give people information they can't argue with.

Example :- Let's pretend a customer is browsing a store and notices something interesting. When
customers first encounter a product, they generate an opinion about it, leading them to make a
purchase or leave it as it is.

Ques:3. Explain the customer handling skills with example in RATER Model. (DISTINCTION)
Ans.

The RATER metrics model – reliability, assurance, tangibles, empathy, and responsiveness – are the five
service dimensions in which your customers (consciously or not) evaluate your business.

Reliability :- you order a Amazon Prime delivery and it’s on your doorstep two days later. When
something does go wrong – inadequate packaging or the rare late shipment – Amazon reps are quick to
respond.

Assurance :- If you’re in the market for a new home, finding a realtor you trust is a crucial step towards
making a purchase you’re happy with. The realtor must demonstrate that she knows the local market
and will deal with you fairly. Inspiring your confidence in her ability is crucial for her success, and will
make you feel better about your experience.

Tangibles :- For an online business, tangibles might be how well the website design comes together, how
easy it is to navigate the site, how accessible the FAQ are, etc. At a spa, tangibles might include the
decor, soothing aromas, and warm towels.

Empathy :- having customized responses to customers who contact your company. Adding a few
sentences that acknowledge the specific problem mentioned by a customer, then describing how that
issue is being addressed, is a wonderful way to make them feel like you care about them.

Responsiveness :- Imagine you signed up for a free trial and decided to cancel the day before the
company would have charged you for full membership. If the company failed to respond to your
cancellation request and charged your credit card anyway, you’d be upset. You might even warn your
friends that such-and-such company is a scam, even if they fixed the situation a few days later.If that
company had responded right away, they would have avoided the negative word of mouth and might
have even salvaged the membership through a one-on-one conversation.
CRM – Written Assignment