CRM – Written Assignment

Learner Name

Frankfinn Advance Certificate Course in Aviation, Hospitality, Travel &

Course Title Customer Service

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.

CRM – Written Assignment

Learner name

Reference id Date Batch Code

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. Share types
of External customer with Examples.(Pass)

In sales, commerce, and economics, a 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.
Consider the case of Starbucks Coffee. It has both internal and external customers. The internal
customers will be the people that work within the business of Starbucks like the Board of Directors of
the company, the supervisors and team members that serve coffee. External customers will be the
everyday public that come in and buy coffee.

Another example can be a software application for ecommerce. Internal Customers are the employees
who use the same to list products and pricing and external customers are the ones who use the portal to
order and buy products.

External customers are those who see your company mainly as a provider of something they buy.
Internal customers participate in your business by actually being a part of it.
Customer service is the act of taking care of the customer's needs by providing and delivering
professional, helpful, high quality service and assistance before, during, and after the customer's
requirements are met. Customer service is meeting the needs and desires of any customer.

Ques:2. Define Moment of truth and how can you create it? With Examples. (MERIT)
Ans.
A moment of truth is simply any interaction during which a customer may form an impression of your
brand or product. This impression may be either positive or negative.
CRM – Written Assignment

to create a moment of truth, you need to give people information they can't argue with. Things they
want, know, or do that are in opposition to each other. You need to give them truths they can't question
individually but that create a question together.
Murray owns an auto repair shop located in the hearth of the city. He is considered to be one of the best
mechanics in the state and he is always getting a lot of clients. He was recently interviewed by a local
newspaper and when the journalist asked him about his secret formula to be so successful he clearly
stated: “It is all about winning the client’s trust”. He described this by pointing out the fact that when a
customer arrives his shop the moment of truth for him is the diagnosis.
He has understood that if a mechanic communicates effectively with the client and issues a reliable
diagnostic, from the client’s perspective, they will decide positively towards the shop. This has been a
highly profitable strategy for Murray and many other shops are implementing this approach to attract
and retain customers.

Ques:3. Explain the customer handling skills with example in RATER Model. (DISTINCTION)
Ans.
1. Reliability- Reliability denotes the delivery of the agreed service as promised by the company. The
service offered has to be dependable and this can be achieved when one deliver service on time
regularly, and pricisely. It is the most significant service dimension in the RATER model.

2. Assurance - Assurance is the aspect that pact with trust and credibility. Meeting customer anticipation
get easier when the organisation can show them that they are doing. This comprises answering
customer queries and concerns efficiently and expertly.

3. Tangibles - It refers to the physical dimension of the organization's service such as office, staff,
website, equipment etc. Tangibles donot always signify something that has a material appearance
instead it refers to the image of your business.

4. Empathy - It refers to the employee's empathic behaviour. The customer support staff has to be
sensitive. When customers reach support and communicate a problem, they want to be emphasized.
This is the key rule of customer support and the customers expect this from the organization's staff.

5. Responsiveness - Responsiveness refres to the organization's ability and preparedness to offer fast
and quality services to the customers. The organization's has to be available to respond to customers
when they need them.
CRM – Written Assignment