This document contains a student's assignment on customer service. It defines internal and external customers, discusses their basic needs, and assesses customer service skills observed during a project visit. The student analyzed how their expectations as a customer were met or not met. They discussed how to improve customer satisfaction and correlated customer expectation, satisfaction, and delight. The student also evaluated their own aptitude for customer service and how they would differently render service if in the provider's place.

1. Name: - AMIN SALEEM MIRZA
BATCH: - S1
Assignment: - Customer Service
Faculty name: - ROHAN SIR

2.  Define a customer and customer service. Describe external and internal
customers with examplesfrom the project work

3. Customer – They are people that actually by product and services from
your company derive profit.
Customer service – Customer service is the service of delivering the
products or goods to the customer personality which includes hotels,
airlines, banks, schools, and hospitals. Good customer service is all about
bringing customers back
Types of Customers
There are two types of customers they are: internal and external. If one
department, individual or process within an organization supplies
another such within the same organization with goods, information or
services then the latter is described as the internal customer of the
former. An external customer is the ordinary customers that purchase the
company’s products they include the general public
INTERNAL CUSTOMERS
Is from within an organization e.g... a person or group of people already
in the employ of the same organization.
People working in different branches of the vendor's organization
For example, a dispatch department may be the internal customer of a
packing department, which in turn may be the internal customer of the
manufacturing process.
External customer

4. are said to be those people that actually buy your company's products or
services. This customer is also called new customer. This customer does
not belong to any organization is called external customer.
Example -
We went to the Reliance Energy food bazaar as an external customer we
observed a very hygienic and clean environment.
They get lots of discount for an external customer.
The sales people treated us very well and politely.
The sales people are very enthusiastic.
And whatever questions we asked the sales people were answering
properly.
 ANALYZEAND DISCUSS THE BASIC NEEDS OF A CUSTOMER AND PRESENT YOUR
FINDINGS ON THE SAMEFROM THE PROJECTTHAT YOU HAVEDONE
Basic needs of customer
 Customers always want the salesperson to treat the customers well.
So, the sales person should be polite and smiling on the face.
 The salesperson should be quick answerable so that if the customer
asks for any information they give quickly.
 Sales people should be enthusiastic.
 Improve quality or customer service
 Customers want creativity. (They expect something new.)
 Everything should be in one place for example- clothes, gift items,
cosmetics, food items, accessories, etc.

5.  Eagerness to show the product, should be able to market the product
intelligently
 Customer needs something new and different every time.
 Good communication skills.
 Good quality and good ambience.
 Discounts and good offers.
 Play room for small children so the mother can do shopping easily.
 There should be a complain book and suggestion book.
 DISCUSS THE DIFFERENT WAYS YOUR EXPECTATIONAS A CUSTOMER WERE MET
NOT MET DURING YOUR VISIT TO THE RESPECTIVEOUTLET , FOCUSING ON
CUSTOMER SATISFACTION.
The Shop that I visited named is RAJINFOTECH was of a crew and among
them the number and this made the customers to wait for long and due
to that may o the customers got irritated and the employees of this
company didn’t show much interest in taking the suggestions and
attending the complaints of the customers. These all negatively affected
the business and the goodwill of the company.
 During the visit following my expectations:-
 During the visit I expected good communication skills .
 A sales person should be a well groomed and presentable and have a
smiling face.

6.  I want the sales person to understand my needs and show me what I
want.
 As an external customer we didn't have to waste much time in the line.
 There should be a complain book and a suggestion book.
 A good discount.
 After the visit my expectation is full filled and I am satisfied.
 My some expectations were not fulfilled:-
 During the visit I expected everything in one place.
 I expected a play station for kids.
 Help Desk Service Support was not available
If i was in charge on the above mentioned company. First of all I will take
some important steps to improve the service
I will definitely make sure that the sales crew is adequate to attend the
customers. Proper training will be given to all the sales executives. Will
never compromise the goodwill of the Rajinfotech for anything. Will
definitely consider the suggestions and complaints of the valuable
customers. By doing all these I will be able to keep the perception and
expectation of the guest about my company.
I will take necessary steps to be in touch with the customers to get
feedbacks and from that feed backs can improve in our future
CORRELATE CUSTOMER EXPECTATION, CUSTOMER SATISFACTION AND
FURTHER, CUSTOMER DELIGHT IN THE PROCESS…….
 In the hospitality and aviation industry customer service is very
important. That is why we call a customer the King and it is also very
important to make a customer happy.

7.  In the customer service Process Company takes the first step called
advertisement for more people to get attracted to their company
/organization they take celebrity help.
 These advertisements through companies try to put a good impression
on the customer so that the customer should visit again and again.
 Before visiting the shop the customers are very excited and they expect
something new and good.
 When the customer visits the shop the company tries its level best to
try to give the customer a ‘WOW’ feeling.
ASSESS THE DIFFERENT CUSTOMER SERVICE SKILL THAT YOU NOTICED
(EXTERNAL AND INTERNAL) DURING YOUR PROJECTEVALUATE YOUR
OWN APTITUDE TOWARDS SERVING ANOTHER HUMAN BEING.
During the visit I noticed different customer service skills.
As an external customer
 We went to the visit as an external customer. First I noticed that the
entrance procedure is very good
 The salespeople are very good they are treated very well and first they
great every customer
 The sales people know how to interact with the customer.
 Sales people are very helpful they helped me to find my choice.
 I could see different counters for different goods.
As an internal customer
 The internal customers I noticed are very enthusiastic.

8.  They are very well groomed.
 They are very helpful people.
 They were looking very satisfied with their job.
 In the service industry good communication, helpful personality, polite
behavior is very important.
 For the customer service industry, I think I have a polite behavior to
survive here.
 I have a helpful nature.
 I know how to interact with the people.
 But, my only drawback is my lack of communication skills.
 I am trying to improve my communication skills so that I become fit to
be in this service industry
IF YOU WERE IN THE PLACE OF THE SERVICE PROVIDER THAT YOU
NOTICED IN THE PROJECT, HOW DIFFERENTLY WOULD YOU RENDER
SERVICE TO YOUR CUSTOMER? WHAT CHANGE WOULD YOU TO TRY
BRINGING IN AND HOW WOULD YOU IMPLACEMENT THE SAME?
If I was in the place of the service provider I would firstly try to give more
benefits to my employees, so that they don’t feel that all the benefits are
only available to the customers and not to them. I would motivate my
employees to perform better, keep good conditions like available
exchange offer, discounts, free samples etc.. I would try to handle the,
HANDLE WITH CARE customers well.
 I would try to implement changes like promoting public relation,
increase advertising methods etc.
 I would also use this rare form of business which I have personally seen
in malls that is sending discount offer sms’s to their customers.