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)
Ans.

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

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