INTERNSHIP PRESENTION ON

CUSTOMER SERVICE DEPARTMENT

Presented By : Supervisor By:

Archana Baskota Ms. Namrata Gautam

PU Registration No:121-2-2-01656-2019
Orchid College of Technology and Management
31st January, 2024
 Chapter I
Introduction of the Organization
 Background
The history of the word BANK is linked with the Italian word Banco (old one) both
meaning “Desk /Bench”, Greek word Bancus meaning “bench / table” and French word
Banque meaning a bench. Although the original trace to the present word bank is not yet
completely clear, they all mean that those words were intended to point to the bench. The
first bankers sat behind a little bench on the open street with their money piled upon the
bench in front of them. This was their “bank”, and when their money was lost, then their
bench was said to be broken. They used to exercise themselves in this kind of business in
the public places of trading cities seated themselves upon forms with benches to write
their letters, count their money, or to draw their bills of exchange. When they failed, and
became unable to pay their debts, their benches were broken as a mark of infamy: from
which the word bankrupt is derived. The word “bankrupt” is of Italian origin, as in
Florence the term bancarotta meant “broken bench” hence a bankrupt had his bench
broken.
 Overview
NIC Asia Bank is one of the prominent commercial banks in Nepal. Established in 1998, it
has grown to become one of the largest private-sector banks in the country of Nepal. The
bank offers a wide range of financial products and services, including savings and current
accounts, various loan options, and digital banking services. NIC Asia Bank has a network
of branches and ATMs across Nepal, providing accessibility to customers nationwide. The
bank has been known for its focus on customer service, technological innovation, and
commitment to contributing to the economic development of Nepal. It plays a vital role in
facilitating both retail and corporate banking, serving individuals, businesses, and
institutions. NIC Asia Bank has also been actively involved in promoting financial
inclusion and adopting modern banking practices to meet the evolving needs of its diverse
 Objectives
Internship program is an indispensable part of Bachelor in Business Administration
(BBA) program affiliated to Purbanchal University. The objective of this internship is to
present experience on how NIC Asia bank renders its services to its valued customers.
The main objectives of the internship program are listed below:
o To Study the various financial products of Nic Asia Bank Ltd.
o To understand the functions of Customer Service Department of Nic Asia Bank.
o To build- up problem solving skills.

 Methodology
Research methodology is concerned with the various method & techniques used to
prepare final report. This study is based on both primary and secondary data collection
methods. Some primary methods are observation of working environment and direct
interface with the walk-in customers. Some secondary methods are quarterly reports of
NIC Asia Bank, publications and journals and newspapers, bulletin and booklets.

 Placement
o 8 weeks of internship
o Customer Service Department
 Duration
o July 30, 2023 to September 24, 2023
 Chapter II
Observation
 This department is involved in various activities from opening an
account to its closing, providing account statement as per
customer demand, issuing ATM etc. The basic functions of this
department are:
 Account operations (Account opening and closing).
 Process from printing documents to submitting to final
consumers.
 Assisting customer to fill various from (ATM, Account opening,
Account closing, SMS-Banking, E-Banking, New Signature
Card, New Cheque, KYC).
 Photo, Signature card scanning and entering in software.
 Checking balance and finding account number.
 Forwarding customer to respective department as per the
requirement of customers.
 Chapter III
Analysis and Review
Customer service refers to the range of activities and interactions that a company or
organization engages in to meet and exceed the needs and expectations of its customers.
It involves providing assistance, support, and solutions to customers before, during, and
after the purchase of a product or service. The customer services department is a
dedicated organizational unit responsible for managing customer interactions,
addressing inquiries, resolving issues, and ensuring overall customer satisfaction. This
department plays a crucial role in building and maintaining positive relationships
between the company and its customers, contributing to customer loyalty and retention.
The following are the theories used in the internship :
 Customer Relationship Management (CRM):

CRM focuses on building and maintaining relationships with customers by understanding their
needs and preferences. Customer service teams use CRM software to collect and analyses
customer data, enabling personalized interactions, targeted marketing, and better understanding
of customer behavior.
 Service Quality and Customer Satisfaction:

Theories like SERVQUAL assess service quality based on tangibles, reliability, responsiveness,
assurance, and empathy. Customer service departments measure and improve these dimensions to
enhance customer satisfaction. They use feedback mechanisms like surveys or feedback forms to gauge
satisfaction levels and make necessary improvements
 Psychology of Customer Behavior:

Understanding psychological concepts like perception, motivation, and emotion helps in predicting and
influencing customer behavior. Customer service departments utilize psychological insights to tailor
 Chapter IV
Activities Performed
 During two month of internship period, the intern was placed
in Customer Service Department, to accumulate the various
knowledge of banking activities. The activities that I
performed at NIC ASIA BANK LTD in Customer Service
Department are listed below:
 Account Opening
 Balance Inquiry
 Providing Bank Statement
 Mobile Banking and Internet Banking Activation and Deactivation
 Account Closing
 Filling and Record keeping
 Issuance of Debit Card
 Chapter V
Conclusion and
Recommendation
 During my period of internship in Nic Asia Bank and the preparation of
this report, internee got the opportunity to learn a lot about the banking
sector and scrutinize its various aspects. Prior to this experience my
knowledge of banking was very little and limited to books only. But
through internship the intern got a practical acquaintance of the bank
and the corporate culture. At Nic Asia bank, the interne was
cooperatively guided by all the banking personnel who helped me in
acquiring the in-depth banking knowledge.
 Recommendation
The following recommendation can be made to the bank for achieving higher
efficiency and effectiveness are as follow:
o Customer satisfaction is the key for any organization, but it is seen in the
bank that some of the customers of the bank are not satisfied by time taken
to decide the service.
o Bank should give its customers the notification regarding the changes in
interest rates of deposits and loan rates to the customers in their cell phones
through the service similar to SMS banking.
o Replacing the photocopy machine and printer and ATM with the new one.
 Reference
 Bank, N. A. (n.d.). Retrieved from Nic Asia Bank :
https://www.nicasiabank.com/

 BC, D. (2014). Retrieved from

https://opentextbc.ca/introtourism/chapter/chapter-9-customer-service/

 Bogate,A.(2022).Retrievedfrom
https://www.slideshare.net/AsmitaGotame/internship-report-of-nic-asia-
bank

 Goundar, S.(2012). Research Methodological. Retrieved from

https://scholar.google.com/citations?
view_op=view_citation&hl=en&user=ot-
RmiQAAAAJ&citation_for_view=ot-RmiQAAAAJ:a0OBvERweLwC
 Tiwari, S. (2023). internship report. Retrieved from :
https://www.coursesidekick.com/business/3014