Customer Relation Management

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CUSTOMER CARE ASSIGNMENT

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Learners Name : ARIF KHAN ABDUL KARIM 9846770446 Assignment Title : CRM Batch No. : I-2 Center : CALICUT Assessor Name : MR. SADATH Date of review : 20-11-2011 Date of submission : 25-11-2011

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ASSIGNMENT ON CUSTOMER SERVICE

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INTRODUCTION Customer service describes what happens at the points where customers come into contact with the business. It is usually described as information, advice, convenience and after-sales service. The importance of customer service can be seen at all stages during the process of buying or hiring any product or service. It is important that any business or service should keep its customers happy and they should feel the value for the money.

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ACKNOWLEDGEMENT I would like to express my sincere thanks to Mr. Sadath sir who helped me to complete this assignment. I am also thankful to Frankfinn Institute for providing me this opportunity.

  On 17th Nov 2011, I went to CEECY’S TOURS & TRAVELS which is situated near by Baby Memorial Hospital, Mavoor road, Calicut-4, for an interview with the travel agent Mr. C.C ABDURAHMAN. He is a man of principles with lots of potential and there by establishing his name and firm in the industry for the last 25 years.: 

On 17 th Nov 2011, I went to CEECY’S TOURS & TRAVELS which is situated near by Baby Memorial Hospital, Mavoor road, Calicut-4, for an interview with the travel agent Mr. C.C ABDURAHMAN. He is a man of principles with lots of potential and there by establishing his name and firm in the industry for the last 25 years.

Here are the few questions asked to Mr. C.C ABDURAHMAN: 

Here are the few questions asked to Mr. C.C ABDURAHMAN

1. When have you started your agency? I have started my agency since December 1986. 2. Do you have any branches? No we do not have any branches. 3. What is the travel plan which you provide? We can have any type of travel plan according to the needs and wishes of the customer. 4. Which are the hotels you have tie up with? Taj group of hotels, Leela palace, Oberoi, Intercontinental, Hilton and many more. : 

1. When have you started your agency? I have started my agency since December 1986. 2. Do you have any branches? No we do not have any branches. 3. What is the travel plan which you provide? We can have any type of travel plan according to the needs and wishes of the customer. 4. Which are the hotels you have tie up with? Taj group of hotels, Leela palace, Oberoi, Intercontinental, Hilton and many more.

5. Which all are the countries you have in your package We can have any country in the package. We chart the package to the passengers needs. 6. Which are the airlines you have tie up with? We have tie up with all the airlines some of them are Emirates, Qatar airways, Saudi Arabian airlines, Oman air, Air India and many more. 7. How many days tour plan do you have? It depends how much you can spend. : 

5. Which all are the countries you have in your package We can have any country in the package. We chart the package to the passengers needs. 6. Which are the airlines you have tie up with? We have tie up with all the airlines some of them are Emirates, Qatar airways, Saudi Arabian airlines, Oman air, Air India and many more. 7. How many days tour plan do you have? It depends how much you can spend.

8. Which is the software you use for your reservations, Is it Fidelio, Galileo, Opera etc…? We use Galileo. 9. Any discount for foreign tourist if they pay in dollars or any other foreign exchange? Yes it depends upon the exchange rate of the booking day. 10. Food is included in the package? Obviously food is included, but some passengers cancel the food allowance and we give reduction also. : 

8. Which is the software you use for your reservations, Is it Fidelio, Galileo, Opera etc…? We use Galileo. 9. Any discount for foreign tourist if they pay in dollars or any other foreign exchange? Yes it depends upon the exchange rate of the booking day. 10. Food is included in the package? Obviously food is included, but some passengers cancel the food allowance and we give reduction also.

11. What is the best season for each country? It is unique for each country. Say it will be a peak season for the Saudi Arabia if it is hajj or umrah season, like wise for UAE when DSF (Dubai shopping festival) is going on. 12. What do you do to retain the customers; I mean how do you make a customer into a client? To retain the customers we provide them some complimentary allowances, we always take their business card for future reference. : 

11. What is the best season for each country? It is unique for each country. Say it will be a peak season for the Saudi Arabia if it is hajj or umrah season, like wise for UAE when DSF (Dubai shopping festival) is going on. 12. What do you do to retain the customers; I mean how do you make a customer into a client? To retain the customers we provide them some complimentary allowances, we always take their business card for future reference.

13. What is your unique selling point? Our unique selling point is “OUR SERVICE FOLLOWS YOU ROUND THE GLOBE”. : 

13. What is your unique selling point? Our unique selling point is “OUR SERVICE FOLLOWS YOU ROUND THE GLOBE”.

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Define customer and customer service. Describe external and internal customer, with examples from the project work. (P)

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CUSTOMER Customer is said to be the king & queen of the business. He is the user of a service which you provide. He evaluates the products carefully. The most important and valuable visitor of a business. He provides opportunities to entrepreneur. Plays important role in growth of a business. He is the reflector of the business growth.

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CUSTOMER SERVICE Customer service is normally an integral part of a company’s customer value proposition. Customer service is the provision of service to customers before, during and after a purchase. Put yourself in the clients shoes and treat them the way you like to be treated.

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CUSTOMER EXTERNAL CUSTOMER INTERNAL CUSTOMER

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EXTERNAL CUSTOMER External customer is who avails the service and who buys the product. He is meant to be the guest of the organization. He is one who avails the unique services provided by the organization. For e.g. : The travelers who come to chart their tour or travel itinerary can be taken as the example of external customers

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INTERNAL CUSTOMER The supply of goods, information or services within an organization between departments or individuals form internal customer. Services provided for people within the organization. Helps each other to give a unique and excellent services to the external customers. Works as a chain to form a proper network . For e.g. : CC Abdurrahman is a internal customer

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Analyze and discuss the basic needs of a customer and present your findings on the same from the project you have done. (M1/M3)

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BASIC CUSTOMER NEEDS Best quality service. Trustworthy organization. More information about the service. Affordable. Proper care. services at budget rate. Expects value for the money. Maximum utilization of the service. Make understand everything Round the globe service assurance.

I can say that all the basic needs of a customer is met by CC Abdurrahman travels because otherwise his agency wont be running successfully these many years and still they are the trust worthy organization of their kind. Their services and packages are affordable and flexible.: 

I can say that all the basic needs of a customer is met by CC Abdurrahman travels because otherwise his agency wont be running successfully these many years and still they are the trust worthy organization of their kind. Their services and packages are affordable and flexible.

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Discuss the different ways your expectations as a customer were met/not met during your visit to the respective outlet, focusing on the customer satisfaction. Correlate customer expectation, satisfaction and further, customer delight in the process. How do you think customer perception is related to service evaluation. (M1/M3)

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CUSTOMER EXPECTATION Trust worthy organization. Fast service Services at affordable prices. Individual attention and care. Quality of the services. Pleasant face. Information about their services. Friendly talk. Smiling face.

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The staffs of the firm had a good commitment towards their organization. They were properly caring all the customers with which all the customers were satisfied. The ambiance is fabulous with lots of airline pictures, logos and so on. Customers were satisfied by the way of dealing the employers. Also the various travel plans were booked by customers according to their choice. CUSTOMER SERVICE

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I found the employees in the firm is charming, knowledgeable and really active. They were friendly to the customers and giving more information about the packages & services. They also informed the customers about their attracting events like “win the lucky draw and spend your holidays in Malaysia”. Most of the customers were satisfied by the way they were taken care by the employees.

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EXPECTATIONS PERCEPTION Best quality packages. Good knowledge Of the various packages Trustworthy organization. Understanding the needs and concerns Affordable. Acceptability Proper care Trust Packages at budget rate. Care Expects good customer service Make understand everything Round the globe service assurance The evaluation of the customers is seen as right because the customers take a quick decision on the various packages in one sitting itself EVALUATION

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Asses the different customer service skills that you noticed ( external and internal) during your project. Evaluate your own aptitude towards serving another human being.(D1)

Different customer service skills that I noticed: 

Different customer service skills that I noticed External Patience Good listening power Smiling face Eye contact Internal Package knowledge Geographical knowledge Good interpersonal skill Approachable Enthusiastic

My aptitude in serving other human being are :: 

My aptitude in serving other human being are : Excellent grooming Smile Interpersonal skill Communication skill Diplomacy Eye contact Respect Understanding their concern Suggesting the right solution

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If you were in the place of the service provider that you noticed in the project, how differently would you render service to your customers/ what changes would you try bringing in and how you implement the same? (D2/D3)

If I am in the place of the service provider: 

If I am in the place of the service provider Changes More space More rooms Entertain charting the itinerary over the phone Make the food in the package complimentary Implement Will invest money to increase the space and establish more rooms Will appoint a girl for the booking through phone Actually charge of the package includes the food but we claim the food as complimentary

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CONCLUSION By this Assignment, I learned how to interact with various types of customers and how to establish a good rapport with them. This task has also given me knowledge about the extensive and intensive services which has to be given to the customers.

BIBLIOGRAPHY : 

BIBLIOGRAPHY CRM Module CEECY’S TRAVEL AGENCY

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Thank you