Internship Report

X-Integrated Marketing Agency

Submitted To:
Ms. Fairuze Chowdhury
Lecturer, Department of Marketing and International Business
North South University
BUS498
Section: 89

Submitted by:
MD. Jahangir Alam Khan
ID: 1721477030
Letter of Transmittal

May 10, 2022

Ms. Fairuze Chowdhury

Lecturer, Department of Marketing and International Business

North South University

I, Md. Jahangir Alam Khan, submit the report on my internship program under the course
BUS498. It was a lot fun doing the report yet very challenging as I had to show my entire
journey throughout this program. Nevertheless, it taught me new ways of working and I am sure
it will help me progress through my career. The purpose of the report was to show the learnings
and outcome of internship.

I am eternally grateful to you for giving me the opportunity to work on this report and allowing
me to experience a new way of doing such a project.

Yours sincerely,

Md. Jahangir Alam Khan

ID- 1721477030

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Table of Contents
Executive Summary...................................................................................................................................3

Overview of the Organization...................................................................................................................4

Assignment and Contribution...................................................................................................................6

Learnings...................................................................................................................................................7

Quality and Traits.................................................................................................................................8

Difficulties During the Internship............................................................................................................8

Interpersonal communication...................................................................................................................9

Employer-Employee relationship.........................................................................................................9

Relationship with Co-Workers...........................................................................................................10

Expectation and Experience...................................................................................................................10

Internship Experience.........................................................................................................................10

Contribution to career plans...................................................................................................................11

Redo My Internship................................................................................................................................11

Conclusion................................................................................................................................................12

Appendix..................................................................................................................................................13

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Executive Summary

In the last few months, I have been doing my internship in ‘X solution limited’. Here, I will be
talking about that journey of mine. I will be talking about the activities I have done so far,
difficulties that I faced and my vision. I will be mentioning the overview of the company, my
assignments and contribution to the agency and what I got to learn from it. I will also be talking
about the obstacles that I faced during the internship program, my interpersonal communication
skills and career plan. I will be showing the difference between my expectation and experience
and also mention if I get a chance to redo the internship what I would do differently.

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Overview of the Organization

‘X Solution Limited’ is a communication agency for the modern age. This is Communications
are now spread across multiple mediums. The customers are consuming all these modern and
traditional mediums in tandem. That is why our communication needs to cater to them
coordinated as well. Therefore, the company exists. A bunch of curious minds to tackle the
challenges of the modern marketing ecosystem.

As a medium to catering the communication of the customers, the company was founded in the
year 2017. And from then it has kept going to take the communication service to a new level.

The agency has served many brands such as Banglalink, Samsung, City Bank, BAT, LUX,
Foodpanda, Marks, Akij Ceramics, Aarong Dairy, Elite paint, Polar, Monno and many other
renowned companies.

My department

I am currently contributing to Query management. This department is serving Robi and Airtel as
a client. Our duty is to handle customer issues or problems regarding these telecom companies.
We are serving the customers not only through Facebook but also through WhatsApp.

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Here, I have attached a hierarchical chart for the client service department.

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In this hierarchy, the jr. engagement officers who deal with the clients report to senior
executives. The same system goes for the interns as well. The senior executives and quality
assurance specialist report to the Assistant manager. The assistant manager looks after the whole
team and passes on the vision of the company to senior executives. The manager then reports to
the Group Business Director directly.

Assignment and Contribution

X Integrated Marketing Agency has many clients. And among them Robi Airtel is one of the
oldest ones. When I was assigned to the client service department which was serving the Query
Management team, I became part of Airtel by then.

My job was to solve the daily basis issues or problems that customers have regarding any Airtel
product or services. This assignment was fixed. I had to sit on a smash board. It was handling the
Facebook page of Airtel indirectly. All the comments and messages would appear on the smash
board. The customers just must share their thoughts and issues on the page. And those would
reach me through smash board. Then I had to go through every query and give them a proper
effective solution which would make a customer satisfied. The replies would then be posted
under every comment.

While answering the queries I had to make sure two criteria were fulfilled. One is, I am giving
quick responses and maintaining a number. And at the same time, I am maintaining the quality of
the responses. Otherwise, it would affect the reputation of my client.

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Throughout this 3 month I have tried my best to contribute as much as I can. I was fully
committed to my assigned work. And taking care of every factor. When the issues were at peak, I
tried my best to serve as many people as I could without negotiating with quality. Also, I
maintain a good relationship with my colleagues by giving them backup and help at various
times. This helped me to build a good relationship with everyone.

Learnings

Internship programs are something which let a student experience the competitive world. This
also opens several opportunities for a student to prove himself/herself and flourish their own
achievement in this brief period. This program also opens many learning windows. Like many
others, the internship program provided an opportunity for me as well. I must mention, this was
my very first working place. So, even from the beginning I was overly excited and looking
forward to this opportunity.

Technical Skills and Knowledge

After the final interview, I attended multiple training sessions on Airtel products and services, as
my client would be Airtel. I learnt everything regarding Airtel. I enrich my knowledge. Later, I
was trained in the process of handling the customer's query and solving their issues. These
training sessions helped me a lot to learn about the technical stuff.

During my internship program I also get to learn about many technical things. I learnt about
smash board through which I would be answering customers. I made many excel sheets which
enriched my knowledge on excel.

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Quality and Traits

During my internship program, I also learnt to bond with people, especially our executives. Even
though there was a short time, I got to be in the office because of remote office, I used that short
time to blend with people. I attended meetings which helped me to get to know people more
closely. A cricket match was arranged between different SBU’s of our parent company. This
event helped me to team up with people from different departments. Not to mention, this event
also brought me close to Tahsin Saeed, MD and CEO of X integrated Marketing. He is one of the
leading entrepreneurs in this country. I got a whole day to spend with him. And it really turned
out to be an amazing day. I will surely carry the small talks and conversation on different topics
for a long time.

Difficulties During the Internship

The internship has been a wonderful opportunity for me. At the same time, this also has some
limitations and difficulties of its own. During these 3 months, I came to learn more about
corporate relationships and the issues that they bring with them. Some of the difficulties
originated from the work place and some of them were created by me. Here I will be discussing
both the types.

The first difficulty I faced was while knowing the product and services. As it was compulsory to
know every single detail and there was no alternative to this. My Information gap could cost my
client. It was also difficult to go through every evaluation process. I had to attend training
sessions each time. The quality must be maintained with zero number of faults. So, I had to take
care of this also. But sometimes things go wrong. It happened to me while there was a vast

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number of customers. But Everything got smoother with time. I became more efficient with the
system.

There were a few times when I made mistakes. And it was completely on me as the reason for
those mistakes were not having entire information, lacking quality and so on. But with time I
kept receiving training sessions and proper guidance. Slowly I overcame my Lackings and now I
have become more efficient with my skills and in terms of quality.

Interpersonal communication

As it is very important to maintain a healthy relationship with the executive officers, supervisors,
co-workers and so on, I have always tried my best to execute this. It wasn’t possible every time
to make everyone satisfied and overwhelmed by my work. But I haven’t let that ruin my
relationship with others.

Employer-Employee relationship

My relationship with my immediate supervisors had been very interactive. They not only have
helped me throughout my entire internship program but also helped me grow various kinds of
skills. I have tried to embrace the qualities and different traits from them. Such as, time
management, Integrity, determination and so on. Also, interactive communication with them has
made our relationship stronger.

Relationship with Co-Workers

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Even though I have been attending my office from a remote place, I have tried my best to
maintain a good relationship with co-workers or colleagues. We have been in touch almost every
day. I have always asked for help if I needed any, and they were always up for it. They guided
me and helped me through this entire journey. Their assistance and guidance have helped me
overcome every single obstacle.

Expectation and Experience

The expectations were always high. As this was my first job, I was very excited and determined.
I have anticipated the things that I would do. From the orientation to the end of the internship
program I always kept believing. As I was getting into the corporate sector, I had many
expectations from my work place and colleagues. I have always expected and looked for
opportunities to prove myself. I have searched for a bigger responsibility and a way to prove my
worth. Also, I expected that at the end of this journey I would leave an impact on others and my
work place.

Internship Experience

The reality was a bit different from my expectations. Some of my expectations did meet my
satisfaction and some didn’t. Firstly, If I talk about my job responsibilities, it was quite fixed. So,
there wasn’t much scope of doing something out of box. This broke my expectation bubble quite
hardly. I had to repeat my work schedule and activities over and over again. This is exactly the
opposite to what I thought. As I wanted different types of roles to play. Also, the remote work
place provided lesser opportunity to prove my other traits and qualities. This was a drawback for
me.

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Despite all this what met my expectations was that I maintained a good relationship with others.
This is something what I always wanted.

Contribution to career plans

At the very beginning of the internship program, I thought of joining FMCG industry. I studied
the opportunities and scopes I could get and grow in FMCG industry. I was very eager to work in
this field.

Later, when I joined a marketing agency my thoughts and future got a new direction. After
joining this organization, I got an opportunity to observe how a marketing agency works and put
its contribution in a marketing field. There are challenges always. But this is what makes this
field more interesting. There are also opportunities and scopes of growing.

This has made me consider my career plan again. Now I am open to every opportunity along
with FMCG industry. Because I have learnt every field and sector has its own success. My
internship program has given me a new perspective on fixing my career plan.

Redo My Internship

There is no doubt this internship program has enriched my knowledge, skills, and other qualities.
I have learnt from my supervisors and colleagues as well. Their direction and guidance have
made my corporate life easier.

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But if there is any chance of re-doing this internship, then I would surely do some stuff
differently from my previous session. The first thing that I would do differently is try to make an
instant impression about myself on others. This is effective when it comes to creating networks. I
would focus on the technical part more. This time I will give importance to my feedback and
mistakes. This would clearly make me superior to my other interns. And lastly, I would do
everything with confidence if I were given any task. Doubting about myself can push me down.
So, this time I would clearly keep that in mind.

As no one can stop learning. There will always be something new that I would want to redo it.

Conclusion

This internship program has been an opportunity for me. An opportunity for learning new stuff,
meeting new people, observing how this marketing sector works and so on. I have learnt from
the best. But at the same time there have been obstacles also. I got to face some difficulties
whether it comes to technical stuff or executing performance. But That is the scene of every
sector. To achieve something good and bigger, I have to go through all of this. Hopefully, this
knowledge and experience will help me in the long run of my future.

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Appendix

Journal Week 01

Work Done

I am working here as a junior engagement officer. My role would be to provide the customer
with a better quality of service.

In my first week, I solved customer issues and problems regarding Airtel. As Airtel is the client
of X integrated Agency. The workload for this week was a bit much. So, I had a busy weekday. I
also had to make sure that I don’t make any mistake which would harm the reputation of my
client.

Learning

There wasn’t much to learn about but getting introduced to new issues. And I had to come up
with a different approach to solve them.

Observations

One of the main observed things was the office culture. Every colleague of mine was friendly
and quite helpful. There was a flat hierarchy. And everyone could approach anyone regarding
any issue. I was very amazed and pleased to see this.

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Notable Incidents

There weren’t any notable incidents this week.

Link to academic knowledge

One thing that I realized is, we are trying to keep the ‘Moment of Truth’ constant and positive
for our client. As we are providing client service as a third party on behalf of our client, it is very
important to provide the customers with accurate and effective information. Otherwise, this will
harm the reputation of our client and ultimately our agency as well.

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Journal Week 02

Work Done

This week has been the same as the first one. There weren’t many activities as my to do list is
almost fixed. I served several customers and solved their queries regarding Airtel telecom.

Learning

This week there wasn’t anything specific to learn about.

Observations

One thing that I noticed; the system of the office is going through a change. They used to
disburse part-timers and Internees salary through MFS. But now they are introducing a banking
card system, the same as their permanent employees.

Notable Incidents

There weren’t any notable incidents this week.

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Journal week 03

Work Done

There wasn’t much workload this last week. The to do list for his week was the same as the
previous one. I had to serve customers by solving their issues regarding Airtel telecom.

Learning

There wasn't much to learn about this week.

Observations

One thing that I have come to notice is that the agency is a bit laid back while providing the
salaries of agents and internes. Even though they have introduced a banking card system, they
delay disbursing the salaries

Notable Incidents

There wasn’t any notable incident this week.

Link to academic knowledge

The agency always goes through the evaluation process of their employees. And for this reason,
they are able to find out the mistakes and errors. This evaluation is done every week. And by this
they are continuously improving their service.

Journal Week 04
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Work Done

There were a lot of activities done in this work. Even though the work pressure wasn’t much
enough but I had trainings for new Airtel products and its upgradation. As we are supposed to
serve the customer based on that.

I joined an office event this week called ‘One dish party’. Here, we were all supposed to bring at
least one dish. The party was really fun.

I also participated in a cricket tournament organized among the other SBU’s of X. Even though
my team didn’t win the match, this gave me a chance to get to know each other members from
different departments.

Learning

As I had couple of events this week, I learnt social communicating with others in a better way.

In the one dish party, there were a lot people who came from different departments. I got a
chance to meet new people and as well as my colleagues. As the office isn’t fully in function
because of Omicron, I get less chance to meet them. We ate together. After that we had a small
meeting with our Managing Director.

In the tournament, I got a chance to team up with people I didn’t know. So, it was a great chance
again to get to know them. We played cricket matches and spent them together. At the end of the
day, we mixed up very well.

Observations

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The thing I came to notice is that ‘X’ treat their employees very well. They arranged the
following events so that the lost bond among the employees can be restored again. Also, they
arranged a farewell party for one of the employees who was with the company for a long time.
This creates a positive image for the company in an employee’s mind.

Notable Incidents

I got to contribute in the match, which helped the team to win. This was something for me to be
happy about.

Link to academic knowledge

It is very important to manage people for service advantage. And to get employees motivated and
productively deliver service excellence employer has to treat the employee well and keep
him/her energized. And by this following office events these things were ensured pretty much.
The events worked as a refreshment for the employees and they also felt valued.

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Journal week 05

Work Done

This week I had a pretty much usual work schedule. The new addition to our agency is that we
are also managing the social site ‘Binge’. So, this is bringing new customers and new challenges
with that.

As our client service department is giving this facility to work from home, there hasn’t been
much work schedule because of that.

Learning

As we are managing the social site for ‘Binge’, this is introducing new opportunities and new
issues to us. I am constantly learning about this new service, gathering information. So that I can
give the customer better client service.

Observations

As the whole department is currently working from home, there hasn’t been any interaction
between us. And for this reason, there can be a bit of a communication gap. If we had been
working in an office, the environment would have made everything easy and comfortable.

Notable Incidents

There hasn’t been any notable incident yet. But I am still looking forward to every opportunity
that is coming to do something unique.
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Link to academic knowledge

There are two types of employees I can point out among the people who are working with me.

The first type is ‘Engaged’ employees. These colleagues of mine are very active and do
everything with perfection. They find out their own mistakes and try to solve them before anyone
else notice those.

The second one is ‘Not Engaged’ employees. These colleagues of mine are not so attentive and
passionate about their work. They are just putting time and showing no energy sometimes.

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Journal week 06

Work Done

I am still continuing my work from home. One of the reasons for this is that there are a number
of people working in the client service department. So, sometimes it becomes a bit tough to
accommodate all of us. For this reason, they allowed us to work from home.

This week the work was as scheduled. I had to go through a customer's query. As there are new
Government directives regarding telecom offers and new rules, we have to align ourselves with
that. The issues would appear in our smash board and we would solve them depending on the
types of problem customers are having.

Learning

This week I got opportunities to learn about the insights of our client. There were new rules and
telecommunication offers, and this created some issues with customers. So, there was a chance to
solve new issues.

Also, as we are constantly going through the evaluation process, my supervisor always looks
after the mistakes and helps me with those.

Observations

‘X Integrated Marketing Agency’ is one of the places who would like to offer anyone a stage if
he/she has the talent of any particular work. This shows that they don’t maintain a hierarchy
system. And the bonding between employees and executive officers is very friendly.

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Notable Incidents

There hasn’t been any notable incident yet. But I am looking forward to every opportunity that I
am getting.

Link to academic knowledge

Our agency provides a ‘high contact service’. So, there is constant interaction going on between
the front line and customers. For this reason, our progress and value depend on how good we are
at serving people. And this makes the Frontline more ‘difficult and stressful’ sometimes.

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Journal week 07

Work Done

This week has been tough for me. As we are going through changes, I had to make quick
adaptations with the new directives.

As a beginner my resolve timing was a bit slow. But with time, this is getting better. Now I am
resolving more customer queries or serving more customers than before. But at the same time, it
also needs to be ensured that I serve them with quality to maintain the benchmark.

I was on leave for the first few days of the week. So, the working days weren’t much this week,
but the workload was still pretty much same.

Learning

The week was full of learning sessions. I made a number of mistakes this week, for example, an
information gap and a bit of communication gap between the customer and me. This has been
considered as serious fatal or mistake.

For that reason, I had to go through a couple of sessions to fill up those gaps. Also, this doesn’t
end here. I am going through normal evaluation sessions where they find out the mistakes and
help me learn about those.

Observations

One of the main observed things for me is that they have zero tolerance for any kind of mistake.
As the client is a renowned company, there won’t be space for any mistake. And things are like
that way.

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One of the other things that I got to observe is that they are doing layoffs. The employees who
are failing to deliver quality work are being terminated. The rate is a bit higher than the previous
time.

Notable Incidents

There hasn’t been any notable incident yet. But I am looking forward to every opportunity to
prove myself.

Link to academic knowledge

I have realized that I am going through ‘Work Stress’ currently because of the mistakes I made.
And from much before than this.

Some of the reasons for this are productivity pressure, anxiety, job dissatisfaction and so on.
Hopefully, I will be able to find some ways to get out of this.

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Journal week 08

Work Done

As I was going through stress and also was making mistakes, that’s why I decided to take a
break. And for that, I took a short break from work.

This week I had almost no activity. But I did attend training sessions and meetings. Because even
if I do nothing, it is very important to keep myself UpToDate with the current policies and rules.
These training sessions also helped me to enrich my knowledge. Now that I am completely fresh
minded, I am absolutely ready to deliver the best

Learning

The learning I have this week is that it’s not always mandatory to work on a regular basis if
someone isn’t doing okay. If things go wrong, it’s okay to take a break and return with full
energy and concentration.

Observations

As I was away from work, I didn’t have that much opportunity to observe things from the work
environment.

Notable Incidents

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I haven’t had any opportunity yet to stand out among others. But I am still looking forward to
this opportunity so that I can prove my worth.

Link to academic knowledge

Our evaluation process depends on two things. One is productivity level and the other one is
quality.

The production level indicates how many issues we have solved in a given time. And the quality
indicates the issues we solved, were those helpful and informative enough. Also, we have to look
after other factors such as sentence construction, way of delivering any solution to the customer
and so on.

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Journal week 09

Work Done

Last week I took a break because of giving myself a little bit of a break from my regular work.
The reason for that was I was going through stress, this break helped me a lot. Also, I attended
some feedback sessions and training sessions as well. This helped me a lot to enrich my
knowledge.

This week I am back to my scheduled work again. The telecom company has introduced new
policies and products for the segmented customers and mass customers as well. So, people have
primary issues and queries about those. I am helping them by filling out those gaps. Also,
serving the ‘Binge’ platform.

Learning

This week I learnt more about the products that our client is serving. The training and feedback
helped me to handle a customer more effectively. As I have no information gap but, there was an
issue of quality assurance. Thus, I am working on that.

Observations

The department is getting stricter and is ready to make no compromise with the quality of their
response to customers. As it also involves the reputation of our clients, Robi and Airtel. Which is
a good thing obviously.

Notable Incidents

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I haven’t got any chance yet to prove myself but I am still looking forward to every opportunity
that I can grab on.

Link to academic knowledge

We are focusing on the service quality more. So. I observed that for integrating service quality
we are following the SERVQUAL.

We are strengthening Reliability, Responsiveness and Empathy for quality. Reliability is to serve
the customer with accurate information and promising service. We are quick to the responses so
the customers see themselves as someone important. Also, wch we are being empathy so the
customers don’t feel helpless and take us as BOT or AI, which is very important.

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Journal week 10

Work Done

Like previous weeks, this week’s scheduled work has been the same for me. As we are almost to
an end of Ramadan and having EID on next week, Airtel decided to introduce new products for
segmented customers. So, customers had general queries about those products and services.

Throughout this week I have been solving these new queries or issues of customers. At the same
time, I have also been serving Binge platform. As the scheduled work was fixed there was
nothing much to do apart from this.

Learning

Now after this 10 week i can claim that I am skilled enough to serve a customer with quality
solutions. I learnt how to reply persuasively so that the customer doesn’t get bothered or feel less
valued.

Observation

This job has been designed for 24x7 hours. So even on Eid week we engagement officers will be
working and contributing to the client service.

Also, one thing I realized is that I miss out on many events. Which would have been attended if
physical office was possible. Because of remote work.

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Notable Incidents

Even after 10 weeks (about 2 and a half months) of my joining, I could not spread my wings.
There hasn’t been any notable incident yet. But I hope I can stand out in the near future to prove
myself.

Link to academic knowledge

In this department Demand and capacity are balanced perfectly.

When there is excess demand, The team leader assign extra engagement officers to meet the
needs. And when there is extra capacity, in other words too much capacity, some engagement
officers are kept for resting. This explains the excess demand and excess capacity solutions.

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