EXPLORING THE PRACTICES OF CUSTOMER SERVICE DEPARTMENT OF

TIN TIN AND SHERPA ADVENTURE TREKKING PVT. LTD.

Gaushala, Kathmandu

Submitted by
Saroj Poudel
Kantipur Valley College
BBA 7th Semester
Exam Roll no. 271425
PU Registration no: 065-2-2-01226-2017

Submitted to
Purbanchal University,
Faculty of Management,
In Partial Fulfillment of the Requirements for the Degree of
Bachelor of Business Administration (BBA)

Kumaripati, Lalitpur
January 2023
 i

DECLARATION

I, Saroj Poudel, hereby declare that internship report entitled “Exploring the
Practice of Customer Service Department of Tin Tin and Sherpa Adventure Trekking
Pvt. Ltd.” submitted to Kantipur Valley College comprises my original work and due
acknowledgements have been made to materials used in this report under the
supervision of Dr. Chetnath Panta, the facilitator of KVC, for the partial fulfillment
of the requirement for the Bachelor of Business Administration (BBA) degree of
Purbanchal University.

Saroj Poudel
BBA 7th Semester
PU Reg. No: 065-2-2-01226-2017
Date: December 2022
 ii

ACKNOWLEDGEMENTS

This report has been prepared to fulfill the partial requirement for the degree,
Bachelor of Business Administration (BBA) 7th semester of Purbanchal University. I
am grateful to Purbanchal University for providing me the golden opportunity to get a
practical knowledge by implementing the theoretical knowledge.
I am grateful to Dr. Chetnath Panta for his guidance and constant supervision
for providing necessary information regarding the preparation of the report and for
her support in completion of the report. I would also like to thank her for supporting,
co-operating and helping us. I would also like to express my gratitude towards the
member of Kantipur Valley College for their kind co-operation and encouragement
which helps us in the completion of this report.
The individual who continues to be the source of inspiration and
encouragement for presenting this report deserves to be appropriately and sincerely
appreciated. I would like to express my sincere thanks to Mr. Dawa Phinjo for his
exemplary support during my internship program and report writing. Likewise, I am
very much thankful to all the staffs - Reshma Upadhyaya, Rosy Timalsina of TIN
TIN and Sherpa Adventure Trekking Pvt. Ltd. and all thanks to our very own
Managing Director Suraj Poudyal who have been instrumental in the evolution of this
report.
Last but not least, I would like to express my sincere thanks to all my family
members, friends and well-wishers for their immense support and best wishes
throughout the internship duration and the preparation of this report. I believe that this
report will be a valuable asset not only for academic institution but will also be useful
for all those who are interested to learn about internship experiences in similar
business sector.

Sincerely,
Saroj Poudel
BBA 7th Semester
Kantipur Valley College
 iii

EXECUTIVE SUMMARY

This internship report is prepared as requirement of the BBA program of

Purbanchal University. It is prepared on the basis of internship that I had done at TIN
TIN and Sherpa Adventure Trekking Pvt. Ltd. of Gaushala, Kathmandu where I was
assigned to perform various tasks. The internship program has helped me to better
understand the working culture and also acquired tactful managing skills. This report
consists of three chapters.
The first chapter consists of introduction, overview of the organization, brief
history, business volume, objectives of the study and its methodology, details of the
assigned work along with the problems encountered during fulfilling those assigned
work. Chapter two consists the data analysis of the data collected. And, the third
chapter contains the contribution of this internship program in knowledge gain and
some recommendation to the organization. Personal observation, questionnaire-based
survey and interviews have been applied in collecting the information. Then data are
presented in the pie charts that show percentage of respondents about their response.
The major area of this report covers the customer service department,
basically focused on communicating skills toward certain objective and target people.
It also provides the information about the consumer behavior and other different
aspects of specific target group.
 iv

ABBREVIATIONS

1. Pvt. Ltd. Private Limited

2. BBA Bachelors in Business Administrations
3. TSATPL TIN TIN and Sherpa Adventure Trekking Pvt. Ltd.
4. KVC Kantipur Valley College
5. IFMGA International Association of Mountain Guides Association
6. PU Purbanchal University
7. NMA Nepal Mountaineering Association
8. NTB Nepal Tourism Board
9. GON Government of Nepal
 v

TABLE OF CONTENTS

DECLARATION ............................................................................................................ i
ACKNOWLEDGEMENTS...........................................................................................ii
EXECUTIVE SUMMARY ......................................................................................... iii
ABBREVIATIONS ...................................................................................................... iv
LIST OF FIGURES .....................................................................................................vii
CHAPTER I ................................................................................................................... 1
INTRODUCTION ......................................................................................................... 1
Overview of the Organization .................................................................................... 1
Brief History .............................................................................................................. 1
Business Volume ....................................................................................................... 2
Nature of Organization .................................................................................................. 2
Mission ....................................................................................................................... 2
Vision ......................................................................................................................... 2
Values ........................................................................................................................ 2
Objectives .................................................................................................................. 3
Number of Employees ............................................................................................... 3
Services .......................................................................................................................... 3
Objectives of the Study .............................................................................................. 3
Methodology .............................................................................................................. 4
Sources of Data .......................................................................................................... 4
Sources of Primary Data ........................................................................................ 4
Sources of Secondary Data .................................................................................... 4
Observation ................................................................................................................ 4
Functions of Concerned Department ......................................................................... 5
CSD Department ........................................................................................................ 5
Details of Assigned Work Responsibilities ............................................................... 5
Problems Encountered during Fulfillment of Work Responsibilities ........................ 6
CHAPTER II ................................................................................................................. 7
ANALYSIS AND REVIEW/ INTERPRETATION ..................................................... 7
Critical Analysis on the Theoretical Concepts Relating to Practical Experiences in
the Department ........................................................................................................... 7
SWOT Analysis ............................................................................................................. 8
 vi

Quantitative Analysis of Collected Data .................................................................. 11

CHAPTER III .............................................................................................................. 15
CONCLUSION AND RECOMMENDATIONS .................................................... 15
Contribution of Internship in Knowledge Gain .................................................... 15
General Comments and Recommendations ................................................................. 15
REFERENCES ............................................................................................................ 17
APPENDIX I ............................................................................................................... 18
APPENDIX II .............................................................................................................. 20
Questionnaire for SWOT Analysis .......................................................................... 20
JOURNAL ................................................................................................................... 21
 vii

LIST OF FIGURES

Figure 1: Flexible Modes of Payment. ......................................................................... 11

Figure 2: Satisfied with the Service of Tin Tin and Sherpa. ........................................ 12
Figure 3: Recommend the Organization to other Potential Customers. ...................... 13
Figure 4: Being paid Fairly for our Work. ................................................................... 13
Figure 5: Working Relationship between Management and Staff. .............................. 14
 1

CHAPTER I
INTRODUCTION

Overview of the Organization

Tourism is one of the mainstays of Nepali economy. It is also a major source
of foreign exchange and revenue. Possessing 8 of the 10 highest mountains in the
world, Nepal is a hotspot destination for mountaineers, rock climbers and people
seeking adventures.
The Himalayas of Nepal is considered as the land of Gods because of the
purity, beauty, and serenity. Though the frontiers of Nepal opened after 1949 to the
outsiders, the trekking and mountaineering industry of Nepal flourished after the first
ascent of Mt. Everest by Mr. Tenzing Norgay Sherpa and Sir Edmund Hillary in
1953. Fascinated by beauty and challenge, hundreds of expeditions are organized to
scale the mountains in the Nepalese Himalayas by climbers all over the world. Over
the last 6 decades, millions of visitors have arrived in Nepal to experience the
Himalayas besides the members of costly expeditions who come to scale the 8000m
Mountains.
Legendary traveler Bill Tillman first obtains the permission from the King to
trek in Nepal in 1949 and Col. Jimmy Roberts opened the first trekking “Mountain
Travel Trekking Agency”, a government registered company in Nepal in 1964. They
laid the foundation and paved the path to 4000 new companies of modern times thus
creating an entirely new tourism ecosystem of Nepal. More and more trekking
destination are opening every year. Newer mountains are opened for climbing and
many more virgin lands are yet to be explored.

Brief History
Tin Tin and Sherpa is a locally owned company established in 2015 A.D.
licensed by the Government of Nepal and associated with IFMGA, NMA, NTB. We
organize, trekking, mountain expeditions, backpacking, camping, Jungle Safari, white
water rafting, rock climbing, paragliding, helicopter rides, Heli, ski, canyoning as
well as leisure vacation demanding fewer physical walks, and pilgrimage in Nepal,
Bhutan, India and Tibet.
 2

Nepal is a place for all age group including seniors who seek extra attention
and not just for the physically strong adventure enthusiasts. We will assist experience
seeking volunteers, meditators and exchange students.
The current trend in Trekking and Mountaineering industry needs to change
favoring the workforce, i.e., Guides, Porters and staffs who are vital part in making a
successful trip. Our goal is to ensure guest satisfaction while keeping the staffs happy
with better pay.

Business Volume
Particulars Percentage %
Suraj Paudyal 50.00
Dawa Phinjo 15.00
Pasang Dawa Sherpa 15.00
Captain Andy Thapa 15.00
Captain Surendra Paudel 5.00
Source: Annual report 2020
Nature of Organization
Tin Tin and Sherpa is a profit- oriented business which involves in
the management of multitude of activities such as studying tour destination, planning
the tour, making travel arrangements and providing accommodation. It also involves
marketing efforts to attract tourists to travel to particular destinations. Its Mission,
Vision and Values and objectives are given below:

Mission
• To be a preferred partner for organizing adventurous tours and travels in
Nepal,
• To maintain principles of sustainability and responsible tourism in the
destinations in which we operate,
• To an elevate the level of satisfaction for the travelers, which constantly
propels us to achieve better efficiency in our services.
Vision
• To be a prestigious tourism organization in Nepal by 2023.
Values
• Humility
• Integrity
• Discipline
• Excellence
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• Service
• Team work
Objectives
• To diversify market portfolio across the country according to the market
demand and situation.
• To increase market awareness as well as sales by persuasive promotion-based
strategies.
• To develop Nepal as an attractive and major tourist destination by exploring,
conserving, developing and promoting target destination,
• To sustainably use natural resources and means and protect the environment.
Number of Employees
Managing Director - 1
Accountant - 1
Marketing Officer - 2
Guides - 4
Porters - 8
Thus, there are total of 16 staffs in this organization.
Services
1. Trekking and Expedition
2. Mountaineering
3. Mountain flights
4. Rafting / Kayaking / Canoeing
5. Paragliding, Bungee jump
6. Pilgrimage tour
Objectives of the Study
Internship program conducted by PU under BBA syllabus of 7th semester is
one of the most important programs that generates the capable human resource to the
market. As I am also interested towards tourism business, I chose TSATPL for my
internship program. The knowledge that I got from internship period of 3 months in
customer service department was beyond my expectation and it helped me to develop
better skills of communication which is a need most to a managerial student. Specific
Objectives
The main objectives of this study are as follows:
1. To explore the strategy for the growth of business.
 4

2. To analyze different scenarios that a business faces in the process of survival.

3. To develop entrepreneurial skills.
4. To provide some recommendation to the organization.
Methodology
According to Creswell (2014), research approaches strategies include methods
for research that extend the decisions from general assumptions to methods of data
gathering and reasoning.
The study was conducted using the participatory method as I was working as
an intern in this company. To know the in-depth information, the topic was discussed
with the expert professionals related to the company for several times and other
related secondary information.

This internship report is based on appropriate research methodology. The

application of methodology is in fact the eye of the study. It helps to analyze the data
in finding the cause and effects of relationship to see how the organization is
performing its activities.
Sources of Data
Data and information are the life blood of any study. This study attempts to
show the dynamism of the product character that can help the industry to survive
forever. The data collection procedure for this report has basically two sources.
Sources of Primary Data
The primary data are collected by performing activities in the customer
service department of TSATPL, personal observation, conversation with owners
and staffs, journals written during internship and unstructured conversation with
the clients.

Sources of Secondary Data

I took support of the Annual Report, catalogues, brochures and leaflets of the
company, old files and records available sources of secondary data while
preparing this report.
Observation
This internship period has helped me to acquire theoretical and practical
knowledge of tourism business. I got a chance to gain practical knowledge and cope
with the working environment. I got a chance to meet with all the staffs, their
knowledge and deal with many more customers and their perspective about treks and
 5

tourism. Further, it also made me able to gain in-depth knowledge regarding the
functioning of various customer behavior and marketing strategies that helped a lot in
developing the interpersonal skills with full confidence.
Functions of Concerned Department
There were different departments performing different activities in TSATPL.
There were different departments such as Customer Service Department, Account
Department, Human resource department and Tour management Department.
Specifically, I was placed in Customer Service Department. Some of the functions of
CSD are as follows:
CSD Department
• Handling customers,
• Processing orders,
• Resolving product/service issues,
• Answering questions about the company’s product and services,
• Providing catalogues of the available tours and programs,
• Handling telephone calls,
• Ensuring customers about the safety and guidelines of travelling,
• Keeping records of travel groups and their arrangements,
• Arrangement of flights, treks and hotel bookings.
Details of Assigned Work Responsibilities
The activities that I performed were majorly from above mentioned functions
of CSD. The company was new to the market and it offered me a chance to
experience and get involved in various business activities related to finance, sales,
marketing and customer service department.
Following are the activities performed during my internship period:
• Assisting the guides with bookings and destinations,
• Providing catalogues of the available offerings,
• Keeping records of incoming and outgoing information of tour groups on
daybook,
• Arrangement of bookings and expeditions,
• Arrangement of flights, rescue operations,
• Analyze customer needs and demand and try to fulfill those demands
• Build customer relationship
 6

• Maintain and manage existing accounts

• Sorting and filing the documents, forms etc.
• Handling telephone calls.
Problems Encountered during Fulfillment of Work Responsibilities
As I am just an internee, it was a great challenge for me to work in this
organization. I had to face many problems while fulfilling my work responsibilities.
Some of the problems that I had encountered during my internship period are
mentioned below:
• The variety of service were wide and it was difficult for me to have the
knowledge of all of the available service,
• Having to serve multiple customers at the same time,
• Having to serve multiple customers at the same time,

• Sometimes there was also the miscommunication between the staffs as well as
the manager.

• Sometimes external factors such as weather, assigned time of treks, social

behavior of the customers etc. also creates problem while doing assigned task
and responsibility,
• There was also a time when we couldn’t organize the treks because of Covid
19 restrictions of GON,
• Having only Nepalese mode of payment is difficult because many foreigners
have visa card for payment.
 7

CHAPTER II
ANALYSIS AND REVIEW/ INTERPRETATION

Critical Analysis on the Theoretical Concepts Relating to Practical Experiences

in the Department
This report is all about the activities that I/the researcher had done during my
internship period for three months in TSATPL. The analysis that I have done in this
report has given me a great knowledge to understand the theoretical concepts through
practical experiences that helped to explore the real picture of business scenarios.
Human Relation Theory
The human relation theory of Mayo (1933) focuses that workers’ work
satisfaction is necessary for productivity, money is not the only factor for workers’
motivation-workers motivation depends on various factors, and the workplace should
have a healthy working environment. This theory is the organizational thought which
focuses on worker satisfaction, informal workplace organizations, and a means of
influencing employee productivity. Unlike scientism, human relations theory does not
view workers as essentially interchangeable parts.
TSATPL has emphasized that the manager should be more sensitive to
employees’ needs and attitudes. Employees are treated as human beings not only as
factors of production. The company values employees’ feelings, emotions, needs, and
attitudes, prompting teamwork, employee participation, non-directive supervision,
good relationships between managers and workers, etc. These are the key factors of
employee’s motivation and productivity.
Equity Theory
The equity theory of Adams (1963) is based on the concept of fair treatment
and the ways in which it helps to motivate workers. This theory explains behavior
using perceptions of social comparisons. Equity theory argues that, the more intense
the perceived inequity, the higher the tension, and the stronger the motivation to act
(Buchanan, 2016). it takes account of inputs and outputs in the work environment, and
their effects on worker motivation. In the theory, inputs such as fair treatment and
benefits help to motivate people, resulting in improved outputs, while inputs such as
unfair treatment are likely to result in outputs of de- motivation and poor
 8

performance. This theory is often in effect in unionized environments, where fair

treatment and equity are highly rated.
In TSATPL, I felt manager and superior created proper environment in
organization by including employees in every decision-making ac tivity. Employees
feel included and respected when they are included in decision making. Manager and
superior get employees in formal way and provide encouragement while working that
motivates employees to give good performance and proper result in work.
SWOT Analysis
SWOT is an acronym used to describe the particular strength, weakness,
opportunities and threats of a certain company. Strength and weakness are the internal
factors of the company whereas opportunities and threats are external to the
organization’s environment. The SWOT analysis provides information that are helpful
in matching the company’s resources and capabilities to the competitive environment
in which it operates.
Strengths
The following points show the strengths of the organization.
• Strong Customer Base
One of the greatest strengths of any business is to have a strong
customer base. When I asked the manager about the strength of this
organization, he replied it to be the strong and loyal customer base.
In my observation the organization is excellent in retaining customer.
So, once we have a deal, we have life-long deal.
• Skilled Human Resource
TSATPL manager said that it has the set of skilled manpower. The
organization has 23 times Everest summiteer Pasang Dawa Sherpa as mountain
guide. Asking managing director about the Human Resources of the
organization, he said that it offers highly skilled city guides and porters who
can easily handle every situation in the treks.
During my observation, the set of seasonal workers and the massive
brain drain has affected the widely availability of work force.
• Use of Innovative Technology
The Account head told me that latest technology makes organization
more effective and systematic. So, every task can be managed so smoothly.
 9

The organization use modern machines and Gps technologies which helps to
communicate in high mountains and for long line rescue.
My personal experience also proves that TSATPL uses the innovative
technologies like trekking equipment, tracking and mapping devices, use of
modern rescue line operators and the use of latest accounting software for
effective operations.
• Foreign Consultants
Being asked about the counselling service to one of consultant he said
that TSATPL uses the expertise of foreign consultant to solves the problem in
mountaineering, financial aspects and lack of expertise in different sector,
which gives the organization a proper professional image.
In my personal observation, there are many foreign consultants helping
organization to solve the problem to tackle with new problems like false
insurance claim in tourism market, misleading tourist, and unfair market price
practices. They also solve the problem for competitiveness to survive in open
market.
Weakness
The following points show the weaknesses of the organization.
• Vast Area
Asking Managing Director Mr. Suraj Paudyal about the wide area of
market he said that because of vast service area, like trekking, pilgrimage tour,
mountaineering, city tour the limited human resource in organization couldn’t
handle all the services and area effectively.
In my observation, the various sector in tourism market has affected the
wide functions of the organization. Fail to cover every part of tourism market is
the first weakness of the organization.
• Lack of Promotional Activities
There is also lack of promotional activities which is a weakness of this
organization. The CSD head said that it is well known in the local area but to
flourish even wider it needs to have a promotional activity using different
methods and mainly social media.
My experience in lacking promotional activities of organization is
minimal at all. The organization having order from its own website, the wide
use of social media influence in Facebook, Instagram, other sponsored ad in
 10

various networks, and the publishing its brochures, cards are enough for having
adequate deals and offers.
Opportunities
The following points show the opportunities of the organization.
• Growth for Investment
The manager said that there are various opportunities for the growth and
expansion of tourism related services like foreign touring, Airline Ticketing,
and adventure sports organizing in abroad. With the help of foreign company,
the company can invite global tourist for the adventure games and fun.
In my experience, there is the many other adventurous sector that can
be bigger with the help of investment in Skydiving, cave research etc.
• Scope of Expansion

When asked Manager about the scope of expanding, he said that there
is scope of expansion in other part of Nepal as well like western part and east.
There is various tourist hub like Dhangadi, Pokhara, and Itahari which are
growing in welcoming religious tourist along with adventurous one.
I personally experienced that there are limited tourism activities only
centralized in Katmandu, Pokhara and Everest region only. The expansion of
business in western part of Nepal has limitless opportunities for growth.
• Limited Rescue-line Operators
When I asked manager of TSATPL he said it is one of the
organizations which has collaborated and operated the long line rescue
operations for people stuck in mountain and avalanche. They have trained
specialist namely Dawa Phinjo, Captain Andy Thapa etc. The company can
also collaborate with government and insurance company to provide the best
service
In my observation, unlike managers’ claim they lack the adequate
manpower and they have the problem of employee turnover, job shifting of
human resources and skilled manpower going abroad.
 11

Threats
The following points show the threats of the organization.
• Competitive factor
According to Managing Director, there are many other organizations
in the local area offering the same value which is a threat to the organization.
There are also those competitors who were ruling the market and has a huge
customer base since long time.
In my observation, there are uncountable tourist agencies centralized
in valley, which leads to competitive pricing, unfair practices in market.
• Political Instability
When there occurs any political problem in Nepal, it becomes difficult
for the foreigners to visit Nepal. For example, during insurgency of 2063/64,
there were only few tourists visiting the country. The manager said that Visit
Nepal 2020 also got cancelled because of outburst of Covid-19. The global
pandemic and recession have harshly affected the income of people which
directly impact the cause of lesser tourism activities.
In my experience, like the manager said they had a lot of packages booked in
2020 but they got cancelled because of Covid 19 and they have to run the
organization without profit.
Quantitative Analysis of Collected Data
The following pie charts represents the responses to the statements attached in
the appendix by the customers and employees TSATPL.
Figure 1: Flexible Modes of Payment.

15% 15%

10% Strongly Agree

0%
Agree
Neutral
Disagree
60%
Strongly Disagree

Above pie chart shows that 15% of the customers strongly agree to the
statement that there is a flexible mode of payment. Again, 60% of them agreed to the
 12

statement whereas 10% of them disagreed to the statement and 15% of them were
strongly disagreed. None of them stayed neutral to the statement.
When I inquired about the flexibility of payment among different target
groups, they stated that the mode of payment is very flexible for local tourist whereas
it seems a bit of difficulties for foreigners. Ramesh, an employee there said, “The
modes of payment with cash are very easy because some difficulties like no internet
access, late transaction message and other disputes arise with the problems in
internet banking”
Figure 2: Satisfied with the Service of Tin Tin and Sherpa.

5%
0% 10%
30%
Strongly Agree
Agree
Neutral
Disagree
55%
Strongly Disagree

The above pie chart illustrates that 30% of the customers strongly agreed that
they are highly satisfied with the service of Tin Tin and Sherpa Adventure Trekking
Pvt. Ltd. Almost 55% of the customers agreed to the statement. Only 5% of them
showed their disagreement and about 10% of the customers strongly disagreed to the
statement. None of them were neutral about their decision.
When I questioned Neema, a regular customer of TSATPL about his
satisfaction towards the service provided by the organization, he stated, “I am totally
satisfied with the service provided by the organization. Whenever me and my family
want a tour and expedition, they firstly name us for the quality of services.”
 13

Figure 3: Recommend the Organization to other Potential Customers.

5%
15% 20%

Strongly Agree
10%
Agree
Neutral
Disagree
50%
Strongly Disagree

The above pie chart illustrates that 50% of the customers agreed that the
organization is recommendable to others and 20% of them strongly agree. About
15% of them disagreed and 5% of them strongly disagreed to the statement. Almost
10% of them were neutral about giving their opinion.
When I asked Ram, who resides in Lalitpur, if the organization was
recommendable or not, he answered, “I personally recommend this organization to
people as the service provided by this organization is commendable, and the staff
members are also very helpful and kind.”
Figure 4: Being paid Fairly for our Work.

0%

5%
10%
Strongly Agree

25% Agree
60% Neutral
Disagree
Strongly Disagree

The above pie chart clearly depicts that 60% of the employees strongly agreed
that they are being fairly paid. Almost 25% of the employees agreed that they are being
 14

paid fairly and 10%of them are neutral about their decision. About 5% of the
employees disagreed to the statement.
When I questioned Hari, who has been working since past 5 years told me that,
“The salary being paid is pretty much fair according to the job and the skill. The owner
was also so kind during the pandemic. There was no work but the salary was released.”
Figure 5: Working Relationship between Management and Staff.

15% 15%

10% Strongly Agree

0%
Agree
Neutral
Disagree
60%
Strongly Disagree

The above pie chart shows that 15% of the employees strongly agreed to the
statement that there is a harmonious relationship between the management and staff.
Again, 60% of them agreed to the statement, whereas 10% of them disagreed to the
statement and 15% of them strongly disagreed. None of them stayed neutral to the
statement.
When I inquired Hari about the relationship between the management team
and staff members, he said, “The management team is very caring and
understanding. They provide many opportunities to the staff members to flourish their
skills. But sometimes it becomes difficult to travel without resting”
 15

CHAPTER III

CONCLUSION AND RECOMMENDATIONS

Contribution of Internship in Knowledge Gain

This report has been prepared for the partial fulfillment of the requirement of
the degree of Bachelor of Business Administration (BBA). Firstly, I would like to
thank my college for providing me an opportunity to do the internship and Tin Tin
and Sherpa for providing me an excellent work opportunity. It was great to gain
knowledge about the tourism business and explore more about combination of
tourism and nation to prosper the economy of the country.
The major focus of the study was on the different aspects of sales of the
services and the consumer behavior. Through this research, I got to know the value of
time, importance of customer, punctuality, communication skills etc. Besides, I also
learned following things:
• Knowledge about tourism sector of Nepal,
• Knowledge about different regulating bodies governing the tourism sectors,
• Deal with different customers in different situations,
• Value of time,
• Punctuality,
• Communicating with the modern GPS machines.
• Scanning photocopy and printing of documents properly.
• Value the need of the customer,
• Process of filling TIMS card, long line rescue operations,
• General information about languages and knowledge about mountains.
General Comments and Recommendations
Tin Tin and Sherpa Adventure Trekking PVT. LTD. is a reputed travel and tour
firm in Kathmandu. Most of its activities are smooth. According to the SWOT analysis
that I have already presented earlier, I would like to provide some of the
recommendations to the organization to overcome the weaknesses and increase the
strength.
 16

Increase Promotional Activities

This organization is not well active in social media. As many people
use smartphones they should be used as a weapon to increase the
advertisement activities. It also increases the customers from different places.
The basis of advertisements includes E-marketing, social media marketing.
Access more markets
Most of the customers are the local people and there are no limits of
market for any company. The company should also collaborate with foreign
treks and tour company to explore the tour in every other country.
Punctuality
Punctuality of promised tours should be organized on time. Many
customers have returned because of unfavorable time of tours. More rescue
operation should be done to have the tourists safe from disasters.

Capital Formation
Capital of the company must be increased to have the volume
increased. The number of employees should also be increased to operate many
treks at once.
 17

REFERENCES

Adams, J.S. (1963). Towards an understanding of inequity. Journal of Abnormal and

Social Psychology. www.apa.org/pubs/journals/abn.
Buchanan, D. (2016). Organizational behavior. Trans-Atlantic Publication.
Creswell, J.W. (2014). Research methodology: Qualitative, quantitative, and mixed
methods approaches. Sage Publication.
Mayo, E. (1933). The human problems of an industrial civilization. Routledge.
Tin Tin and Sherpa Adventure Trekking Pvt. Ltd. (2020). Annual report. Author.
 18

APPENDIX I

Dear Respondent,
I am Saroj Poudel, a student of BBA program. I am conducting this research on Tin
Tin and Sherpa Adventure Trekking Pvt. Ltd. to write a report entitled ‘An Internship
Report on Customer Service Department of Tin Tin and Sherpa Adventure Trekking
Pvt. Ltd.’ for the partial fulfillment of the requirement of Degree of Bachelor in
Business Administration (BBA). I would appreciate you if you could provide me
with few minutes out of your busy schedule to answer the questions appeared in the
questionnaire. Your kind co-operation will be highly appreciated.
For Customers
1. Tin Tin and Sherpa Adventure Trekking Pvt. Ltd. has flexible mode of
payment.
o Strongly Agree
o Agree
o Neutral
o Disagree
o Strongly Disagree
2. Are you satisfied with the service of Tin Tin and Sherpa Adventure Trekking
Pvt. Ltd.?
o Strongly Agree
o Agree
o Neutral
o Disagree
o Strongly Disagree
3. Would recommend the organization to someone else?
o Strongly Agree
o Agree
o Neutral
o Disagree
o Strongly Disagree
 19

For Employees
4. Are you being paid fairly for your work?
o Strongly Agree
o Agree
o Neutral
o Disagree
o Strongly Disagree
5. Is the working environment harmonious between management and staff?
o Strongly Agree
o Agree
o Neutral
o Disagree
o Strongly Disagree
 20

APPENDIX II

Questionnaire for SWOT Analysis

Strengths:
• What is competitive advantage?
• What are your unique strategies?
• What do you do well?
Weaknesses:
• In what areas do you need to improve?
• What parts of your business are you losing money?
• Are there new target audiences you have the potential to reach?
Opportunities:
• What are your current goals that you are working into?
• Are there related services that provide an opportunity for your business?
Threats:
• What obstacles have you faced so far?
• Are your competitors ahead of you?
• What is going on in the economy?
 21

JOURNAL

Day 1:
15th September 2021 was my first day as an intern with Tin Tin & Sherpa
adventure trekking Pvt. Ltd. situated at Gaushala, Kathmandu. It was very nervy,
exciting, and delightful about this internship opportunity. As everything and everyone
was new to me, I found it difficult to acclimatize to the environment. I was having
morning classes at my college and therefore had to go to the internship after my
classes was over.
I vividly remember that on my first day, I went to the front desk where I met
Mrs. Roji Timalsina. She was the one to facilitate me to make myself comfortable.
She then asked me if I wanted some water to drink. Once, I gulped down the water,
she asked took me around the office to get acquainted with staff member and
introduced me to them. I was then introduced to the department of customer service
department where I met Mrs. Reshma Upadhyaya who was my direct supervisor
during the entire period of internship.
Day 25:
I was already getting acquainted with the business and customer management
of TSATPL by now. I remember this day as this was the day when I was asked by my
supervisor to prepare a comparative analysis of profits of tours in different places. I
must say that this was one of the crucial responsibilities despite being an intern that I
was handed over. I was continuously backstopped by few other staff of the
department. This gave me extra confidence that I can shoulder the responsibility of
major functions as well provided I am given opportunity. I was also assigned to make
the note of target people to target advertisement for them.
Day 60:
This was my last day of my internship at TSATPL. I was happy in one way
that I was coming to the end of my responsibility as intern and I had a lot to learn
from TSATPL. However, I was equally feeling sad as I had to leave this wonderful
organization and people who were so supportive to me and helped me to grow
professionally as well personally. I would have never thought that this journey would
be so smooth, and fun filled. The TSATPL gave me a farewell and it was the most
overwhelming moment for me. This is a moment to treasure for my entire life.
 22

Extra Days:
I was also involved with the business and corporate activities happening
around me that I always wanted to get involved with challenging responsibilities. I
was equally aware that I was there as an intern. However, the team of my department
was generous enough to hand over crucial works to my plate. I enjoyed the
responsibilities such as cheque clearance, taking care of customers and clients, paper
work of way bills and transport management, filling TIMS card and posting
information to the tourism board.