Introduction

Name:- Aftab ansari

Course:- HTCS

Batch:- E3(2014-2015)

Assessors name :- MS Rita Thakur

Center:- Shimla

Acknowledgment

I would like to express my special thanks of gratitude to my teacher MS MS Rita Thakur who gave me the golden opportunity to do this wonderful project on the topic customer care, which also helped me in doing a lot of Research and I came to know about so many new things I am really thankful to them. Secondly I would also like to thank my brother and friends who helped me a lot in finishing this project within the limited time.

I am making this project not only for marks but to also increase my knowledge . THANKS AGAIN TO ALL WHO HELPED ME.

Introduction

The art of customer is a gift with in all of us which need to be fine-tuned, similar to a musical instrument being tuned before a programmer . But how does one tune his art to be the best in the profession.

1.Define customer and customer service. Describe external and internal, with the example from project work.

CUSTOMER :- customer is

the person or organization that a marketer believes will benefit from that goods and service offered by the marketer organization.

EXTERNAL CUSTOMER:-

external customer is that who use your comfrey or services. But is not a part of your organization.

INTERNAL CUSTOMER:- internal customer

is any member of your organization n who relies on assistance from outside to full fill his job duties.

Project work……….

when I went in shop there are many salesman. When I enter the shop. The gatekeeper welcome to me. And do keep smile and smile. After gatekeeper I mat with sales man he is very good sales man. First he ask `may I help you sir` with smile face I said yes sir. Can you show me canvas shoe. He suggest me this time is snow fall time. Canvas shoe is not work in the snow. You try the sports shoe that is best for snow. Then he is started to show many shoe I select the shoe. Then I said thank you sir. THEN HE KEEP SMILE AND SAID VISIT AGAIN SIR……..

2. ANALYZE AND DISCUSS THE BESIC NEEDS OF A CUSTOMER AND PRESENT YOUR FINDING ON THE SAME FROM THE PROJECT THAT YOU

DONE.

Friendliness Understanding and empathy FairnessControlOptionally Attentive Informational

According to my field work the needs that will full fill were:-

FriendlinessUnderstanding and empathyFairnessInformation Good information provide us and good

understanding during the project work and may I help you and nice meet to you polite behavior in with us. Our basic needs is full fill.

M2.discuss the different ways your expectation as a customer were met during your visit to the respective outlet, focusing of customer satisfaction. Correlate customer expectation, customer satisfied and further, customer delight in the process.

When we went during the project work our expectation are:-Help Good communication Good information UnderstandingYes we are satisfied in during project work in Punjab national

bank because p.n.b employees are help us good information and understanding. Employees are very polite talking with us. So we are satisfied in during project work.

M3.What do you think customer perception is related to service evolution?

As a customer perception is a good realized service. Advertisement p.n.b is right as a customer because good information provide us and doing us a favor by giving us an opportunity to do so.

D1. asses the different customer service provide that you noticed during your project work. Evaluate your own attitude towards serving another human being.

There were not such skill that I observed during my project work.

if I were to serve other I would firstly welcome and greet all customer with a smile. I would help the customers with all there quarries. I would be emphatic , patient and an active lessened .

D2.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?

I would firstly welcome them at the entrance and great them with a smile. Help them with all their quarries and communication well with them . I would be emphatic, solve all there problems.

D3.what changes would you try? Brining in and how differently would you implement the some.

I would be patient and helping. I would solve their problems be empathetic and would have all the information regarding the product. I would make the customers comfortable.

conclusion

I would like to conclude

saying that a customer who comes into a bank and restaurant should never be avoided or left unattended become that way we would loose our customer.

Bibliography

www.google.com www.ask.comPan jab national bank Class notes giving by Rita thakur mamRestaurantwoodland