RE Capital's Visionary Leadership under Newman Leech
Hady S1P .docx
1. A Summer Internship Program Report
On
“A Study on Managing Customer Services for Total Trade”
Submitted in the partial fulfillment of the requirement for the
award of
The degree
BACHELORS OF BUSINESS ADMINISTRATION
SUBMITTED BY: - OMAR HADY FARUQUI (2021-334-209)
(BBA 2ND YEAR, 4TH SEMESTER)
UNDER THE SUPERVISION OF
: - PROF. ABDULLAH
DEPARTMENT OF MANAGEMENT JAMIA HAMDARD
UNIVERSITY
3. DECLARATION
I, Omar Hady Faruqui, student of Jamia Hamdard University, batch
(2021-2024) declare that the project entitled “A Study on Customer
Service for Total Trade” at Total Trade Pvt Ltd is my work conducted
under the supervision of Mr. Shivam, Head of Customer Services at
Total trade pvt. Ltd As a partial fulfillment of the summer internship
program for the course of BACHELOR OF BUSINESS
ADMINISTRATION at Jamia Hamdard.
I further declare that to the best of my knowledge, this project or any
part of it
Has been used or submitted in any other project, not in this institute or
any other.
4. ACKNOWLEDGMENT
I would like to express my heartfelt gratitude to Total Trade Pvt Ltd for
providing me with the invaluable opportunity to intern in their customer
service department. This experience has been instrumental in shaping
my understanding of marketing and has contributed significantly to my
personal and professional growth.
I extend my sincere appreciation to the entire customer service
department at Total Trade for their unwavering support, guidance, and
mentorship throughout my internship. Their expertise, dedication, and
willingness to share their knowledge have been instrumental in my
learning journey.
I would also like to acknowledge the HR department for their efficient
on-boarding process and continuous support throughout my
internship.
Lastly, I am grateful to my mentors and supervisors, Mr. Shivam for
their continuous feedback, encouragement, and patience. Their
guidance has been instrumental in my growth as a marketing
professional.
Sincerely,
5. Omar Hady Faruqui
EXECUTIVE SUMMARY
The report below showcases the type of organization “Total Trade” is, and
what was the department I was a part of. It includes the period for which I
did my internship and the various tasks and roles I was assigned as a full-
time intern. For the duration I worked at Total Trade as a Customer
Service Intern, it allowed me for great learning and professional
development while experiencing the organization in its entirety, which not
only polished me but also prepared me for an actual professional working
environment.
About Total Trade:
Total Trade is a US-based organization dealing In international trade in
several countries, these include exports from China to countries like the
United Kingdom, Singapore, Italy, etc.
Total Trades Customer Service Department:
Total Trade's Customer Service Department is a dynamic and customer-
focused team dedicated to delivering exceptional support and satisfaction.
Committed to addressing inquiries, resolving issues, and ensuring a
seamless customer experience, the department plays a pivotal role in
building strong relationships and fostering loyalty within the import-export
industry.
6. Duration of the Internship:
Although the duration of the internship was 45 days (5 weeks) I had to
request the management department to make it 4 weeks due to the
semester examination.
Task and responsibility:
As an intern in Total Trade's Customer Service Department, my
responsibilities included handling customer inquiries, resolving issues, and
providing support via phone and email. I assisted in order management,
maintained product knowledge, and contributed to quality control while
actively learning and gaining insights into effective customer service
practices.
7. Serial
No
Topics
0 Title page
1 Certificate of internship
2 Declaration
3 Acknowledgement
4 Executive Summary
5 CHAPTER 1: INTRODUCTION
6 CHAPTER 2: COMPANY PROFILE
8. 7
CHAPTER 3: ROLES AND RESPONSIBILITY
8
CHAPTER 4: TASK AND ANALYSIS
9 CHAPTER 5: FINDINGS
10 REFERENCES
9. CHAPTER - 1
INTRODUCTION
What does Customer service Total Trade Pvt. Ltd
A Customer Service Intern at Total Trade Pvt. Ltd. plays a pivotal role in ensuring
the satisfaction and positive experience of customers engaging with the
company's products and services. The intern's responsibilities encompass a
range of tasks that contribute to the overall success of the customer service
department. Here's an overview of what a customer service intern at Total Trade
Pvt Ltd might be involved in the following :-
Assisting Customers: Interns interact with customers through various
communication channels, including phone, email, and live chat. They address
inquiries, resolve issues, and provide information about the company's offerings.
This involves maintaining a polite and professional demeanor at all times.
Problem Resolution: Interns help identify and solve customer problems or
complaints. They may need to escalate issues to higher authorities when
necessary, ensuring that customer concerns are handled efficiently and
effectively.
Product Knowledge: Interns are required to have an in-depth understanding of
the company's products and services. They should be able to explain product
features, benefits, and usage to customers, helping them make informed
decisions.
Documentation and Data Entry: Keeping accurate records of customer
interactions and transactions is crucial. Interns may be responsible for
documenting customer feedback, creating incident reports, and updating
customer profiles in the company's database.
10. Feedback Collection: Gathering customer feedback and insights is vital for
improving the company's products and services. Interns may be tasked with
conducting surveys, following up with customers for feedback, and providing this
information to the relevant departments for analysis.
Learning and Training: Customer service interns often undergo training to
enhance their knowledge and skills. They learn about company policies,
customer service best practices, and the use of customer service software and
tools.
Team Collaboration: Interns work closely with the customer service team to
ensure a cohesive and supportive work environment. They may collaborate with
colleagues to address more complex customer issues or to share valuable
insights gained from their interactions.
Continuous Improvement: Total Trade Pvt Ltd may encourage interns to actively
contribute ideas for process improvements and customer service enhancements.
This provides interns with an opportunity to learn about company operations and
contribute to its growth.
Adherence to Policies: Interns must adhere to company policies and procedures,
ensuring that all customer interactions are in line with the company's values and
standards.
Overall, a Customer Service Intern at Total Trade Pvt Ltd gains valuable practical
experience in customer service, enhances their communication skills, and plays
an essential role in building and maintaining positive relationships with
customers, which is crucial for the company's success and reputation.
Key features of Customer service:-
Accessibility: Customer service should be readily accessible to customers
through various channels, including phone, email, live chat, social media, and in-
person interactions. Accessibility ensures that customers can seek assistance
and information conveniently.
11. Timeliness: Providing prompt responses and solutions is essential. Timely
customer service shows that a company values its customers' time and is
committed to resolving issues efficiently.
Knowledge and Expertise: Customer service representatives should possess a
deep understanding of the company's products or services. They must be
knowledgeable about product features, benefits, usage, and any potential issues
to provide accurate and helpful information.
Empathy: Demonstrating empathy and understanding towards customers'
concerns is a hallmark of excellent customer service. Acknowledging their
feelings and showing a genuine interest in resolving their problems can turn a
negative experience into a positive one.
Consistency: Consistency in service delivery across various channels and over
time is crucial. Customers should receive a consistent level of service quality,
irrespective of who they interact with or how they reach out to the company.
Communication Skills: Effective communication is essential for understanding
customer issues, providing clear information, and managing expectations.
Customer service representatives must be skilled in both verbal and written
communication.
Problem-Solving: The ability to identify and resolve customer issues efficiently is
a fundamental feature of customer service. This includes offering solutions and
following through to ensure the problem is fully addressed.
Proactive Support: Great customer service goes beyond reacting to customer
issues; it involves anticipating needs and offering assistance before customers
even realize they have a problem. This can lead to increased customer
satisfaction and loyalty.
Feedback Collection: Soliciting and utilizing customer feedback is crucial for
improving products, services, and the customer service process itself.
Companies should actively seek customer input to make necessary adjustments.
12. Multi-Channel Support: Customers have different communication preferences.
Providing support across multiple channels, including phone, email, chat, and
social media, allows customers to choose the most convenient method for them.
Conflict Resolution: Handling disputes or conflicts with professionalism and
fairness is a vital feature of customer service. Effective conflict resolution can
turn a dissatisfied customer into a loyal advocate.
Exceptional customer service combines these key features to create positive
customer experiences, build trust, and foster customer loyalty. It is a cornerstone
of a successful and customer-focused business.
13. CHAPTER-2
COMPANY PROFILE
Total Trade - Your Gateway to International Fashion and
Jewelry
International Trade (Jewelry and Clothing)
- Location: 30 N. Gould St, Sheridan Wyoming 82801, US
Total Trade is a dynamic and visionary company specializing in
international trade, with a core focus on the jewelry and clothing sectors.
With a mission to connect the world through fashion and adornment, we
have established ourselves as a reliable bridge between the global market
and the world of style and elegance.
Total Trade's Commitment:
At Total Trade, our unwavering commitment is to deliver quality, style, and
craftsmanship to our discerning clients worldwide. We boast a passionate
team of 20 dedicated professionals who labor tirelessly to curate the finest
jewelry and clothing from across the globe, ensuring that each piece carries
a unique narrative and embodies the art of fashion.
14. Core Offerings:-
Black Clover: Our jewelry collection is an ode to exquisite craftsmanship
and unbridled beauty. From timeless classics to contemporary statement
pieces, we meticulously source and supply a diverse array of jewelry,
encompassing rings, necklaces, bracelets, and more.
Shark balnkie: Our clothing collection mirrors the latest fashion trends and
presents an extensive range of attire for men, women, and children. From
everyday essentials to exclusive designer wear, we offer the perfect
ensemble for every occasion.
Total Trade's Commitment and Vision:
Quality Assurance: Product quality is at the heart of our operations. Our
experienced team conducts rigorous quality assessments to ensure that
every product meets and exceeds international standards.
Fashion Expertise: Our team of fashion connoisseurs continuously curates
the latest trends and timeless classics, ensuring that our clients have
access to the most sought-after pieces in the world of clothing and jewelry.
Reliability: Total Trade is synonymous with reliability. Our pride lies in
delivering products on time, every time, consistently meeting our
customers' demands and expectations.
15. Customer-Centric Approach: We hold our customers in high regard and are
dedicated to nurturing enduring relationships. We aspire to not just meet
but exceed customer expectations with personalized services and prompt
responses to inquiries and feedback.
Total Trade's Future Vision:
Total Trade is committed to growth, innovation, and the relentless pursuit of
excellence in the global trade of jewelry and clothing. Our vision includes
expanding our footprint into new markets and diversifying our product
offerings continually. As we move forward, our guiding principle remains
unwavering — a steadfast commitment to sustainability and responsible
sourcing.
Total Trade's Mission:
Our mission at Total Trade is to connect the world through trade. We are
resolute in our dedication to simplifying and enhancing international
business transactions by providing comprehensive, tailor-made solutions to
meet the unique needs of our diverse clientele. Our ultimate goal is to
foster global partnerships that drive economic growth, spur innovation, and
enhance the quality of life for people around the world.
Total Trade's Core Competencies:
Global Reach: We have established a robust network of partners,
suppliers, and clients spanning continents. This expansive global reach
empowers us to efficiently and cost-effectively source and distribute
products.
16. Diverse Product Portfolio: Total Trade boasts an extensive product
portfolio, encompassing electronics, consumer goods, industrial equipment,
agricultural products, and more. This diversity ensures our ability to meet
the demands of a wide range of industries and markets.
Quality Assurance: Our unyielding commitment to quality encompasses
working with reputable suppliers and conducting meticulous quality checks
to guarantee that our traded products not only meet international standards
but also exceed customer expectations.
Logistics Expertise: Our team of logistics experts ensures that products are
shipped, cleared, and delivered in a timely and cost-efficient manner.
Why Choose Total Trade?
Reliability: Total Trade is renowned for its unwavering commitment to
delivering products on time and in impeccable condition.
Global Expertise: With an in-depth understanding of international trade
regulations, logistics, and market dynamics, we ensure a seamless and
compliant trading experience.
Competitive Pricing: Our extensive network and efficient operations enable
us to offer competitive pricing without compromising on quality.
17. Sustainability: Total Trade is steadfast in promoting responsible and
sustainable business practices, striving to minimize our environmental
impact and uphold ethical sourcing.
Innovation: We constantly explore new technologies and market trends to
stay at the forefront of the international trade industry.
Total Trade warmly invites individuals and businesses to immerse
themselves in the exhilarating realm of international trade. Whether you
seek to expand your product offerings or access high-quality, globally
sourced products, we stand ready to support your international trade
needs. Let's connect and embark on the Total Trade journey—the world of
endless possibilities awaits you.
18. CHAPTER-3
Roles & Responsibility
Shivam, a seasoned professional with a wealth of experience, serves as
the dedicated head of the Customer Service Department at Total Trade.
His leadership and commitment to exceptional customer service are
instrumental in ensuring client satisfaction and building strong, lasting
relationships. With a focus on efficiency, quality, and continuous
improvement, he plays a pivotal role in Total Trade's dedication to
providing top-notch service within the import-export industry. Collaborating
with him has illuminated the significance of remaining grounded, even in
the face of substantial earnings.
Roles & Responsibilities within the Organization:
In the Total Trade organization, the role of Mr. Shivam, the Customer Service
Manager, involves a wide range of responsibilities, with a primary focus on
ensuring exceptional customer service and satisfaction.
The key roles and responsibilities of a Customer Service Manager:
The roles and responsibilities of the Customer Service Manager, Mr. Shivam are
similar to those of a general Customer Service Manager. However, the specific
duties may vary based on the company's requirements and Shivam's expertise.
Here are the key roles and responsibilities of a Customer Service Manager:
Team Leadership: Shivam leads and supervises a team of customer service
representatives, providing guidance, support, and mentorship to ensure the
team's success.
19. Customer Support: He oversees the management of customer inquiries,
complaints, and issues, ensuring that his team handles customer interactions
professionally and efficiently.
Customer Relationship Management: He builds and maintains strong
relationships with key customers, understanding their unique needs and
preferences to enhance customer loyalty.
Team Training: He provides training and ongoing development for customer
service representatives, improving their skills, product knowledge, and customer
interaction techniques.
Goal Setting and Monitoring: He establishes clear performance goals and KPIs
for his team and monitors their progress to ensure that objectives are met.
Quality Control: He implements and maintains quality control standards for
customer service interactions to ensure consistency and high service quality.
Process Improvement: He continuously evaluates and refines customer service
processes and procedures to enhance efficiency and effectiveness.
Conflict Resolution: He assists in resolving escalated customer complaints or
issues that require a higher level of authority and expertise.
Performance Evaluation: He conducts regular performance evaluations of team
members, provides feedback, and develops improvement plans.
Data Analysis: He analyzes customer service data to identify trends, areas for
improvement, and opportunities to enhance customer satisfaction.
Budget Management: He manages the customer service department's budget,
ensuring that resources are allocated effectively.
Communication: He serves as a point of contact between the customer service
team and other departments within the organization, facilitating effective
communication and collaboration.
20. Customer Feedback: He gathers and analyzes customer feedback to drive
product and service improvements, and implements changes as necessary.
Reporting: He prepares regular reports on customer service performance and
presents findings and recommendations to senior management.
Team Motivation: Shivam fosters a positive work environment, promotes team
morale, and recognizes and rewards outstanding performance.
As Customer Service Manager, Shivam plays a pivotal role in delivering a
positive customer experience and contributing to the overall success of the
organization, while his specific focus and strategies may vary based on the
company's unique needs.
Regarding the organization's journey and achievements:
A dedicated team of just 20 individuals embarked on a remarkable journey,
venturing into the export of goods from China with a modest capital of 2 lakhs.
What's truly impressive is the achievement of generating sales worth Rs 66 lakhs
within a mere six-week span of work. This remarkable feat was primarily
facilitated through social media marketing and advertisements, which were
overseen and created by me during my internship.
Total Trade has a history of achieving substantial financial success in previous
projects and was projecting a target of reaching 20 lakhs in the current project.
Although Total Trade has not yet pursued registration as an Initial Public Offering
(IPO), the company has aspirations to do so soon.
21. Customer Service Department:
Quality Control: Ensuring that customer service interactions meet high-quality
standards, providing a consistent and positive customer experience.
Team Collaboration: Collaborating with other departments, including marketing,
research, and design, to address customer needs and resolve issues promptly.
Performance Measurement: Monitoring and assessing the performance of the
customer service team using key performance indicators (KPIs) such as
response times, resolution rates, and customer satisfaction metrics.
Process Improvement: Continuously evaluating and refining customer service
processes and procedures to enhance efficiency and effectiveness.
Multi-Channel Support: Offering customer support through various
communication channels, including phone, email, live chat, and potentially social
media, to provide a seamless and consistent experience.
Emergency Response: Being prepared to manage and coordinate responses
during unexpected events or crises affecting customer service.
The Customer Service Department at Total Trade plays a pivotal role in building
and maintaining positive relationships with clients, ensuring their satisfaction, and
contributing to the company's reputation for excellence in the international trade
industry.
Customer Relationship Management (CRM):
Customer Relationship Management (CRM) within Total Trade is a vital strategic
approach and set of practices aimed at building, managing, and enhancing
relationships with clients and customers. The company recognizes the
importance of CRM in ensuring customer satisfaction, loyalty, and long-term
success in the international trade industry.
22. Here's an overview of how CRM is implemented within Total Trade:
Customer Segmentation: Total Trade segments its customer base to understand
different customer groups and their unique needs. This allows for more
personalized and targeted interactions.
Data Collection: The company collects and stores valuable customer data,
including contact information, transaction history, preferences, and feedback.
This data is used to create comprehensive customer profiles.
Personalized Communication: Total Trade engages in personalized
communication with its customers. This includes tailored marketing campaigns,
product recommendations, and addressing customers by their names.
Customer Engagement: The company actively engages with customers through
various communication channels, such as email, phone, live chat, and social
media. Customer inquiries and feedback are promptly addressed.
Feedback Collection: Total Trade solicits and values customer feedback. This
feedback is used to assess customer satisfaction, gather insights for
improvements, and make necessary changes to products and services.
Customer Support: The Customer Service Department is responsible for
providing excellent support to customers, resolving issues, and addressing
inquiries. This department ensures that customers have a positive experience
when interacting with the company.
Customer Loyalty Programs: Total Trade may implement customer loyalty
programs to reward and retain loyal customers. These programs can include
discounts, special offers, and exclusive access to new products.
Regular Communication: The company maintains regular communication with
customers to keep them informed about new product releases, promotions, and
company updates.
23. Customer Surveys: Total Trade conducts customer satisfaction surveys to gauge
customer perceptions and areas for improvement. Survey results inform strategic
decisions.
Service Improvements: Based on customer feedback and market insights, the
company continually seeks to improve its products and services, ensuring that
they meet customer expectations.
Database Management: The company utilizes CRM software to manage
customer data, track interactions, and facilitate more efficient communication.
Customer Retention: A significant emphasis is placed on retaining customers
through exceptional service, quality products, and value-added benefits.
CRM is a core element of Total Trade's customer-centric approach, fostering
strong relationships and ensuring that customer needs are at the forefront of its
business operations. By actively managing customer relationships, the company
aims to enhance customer satisfaction, drive growth, and establish itself as a
trusted partner in the import-export industry.
24. CHAPTER-4
TASK ANALYSIS AND EVALUATION
Roles and Responsibilities as an Intern at Total Trade
During my four weeks of the customer service internship at Total Trade, I've had
the opportunity to gain valuable insights and hands-on experience in the dynamic
world of international trade and customer support. Here's a summary of my
internship journey:
Week 1: Orientation and Training
The first week was dedicated to onboarding and orientation. I got acquainted with
the company's mission, values, and the intricacies of the international trade
industry. I also received comprehensive training on the company's products,
services, and customer service policies. This week was crucial in helping me
build a strong foundation for the rest of my internship.
Week 2: Customer Inquiries and Support
In the second week, I was introduced to the front lines of customer service. I
started handling customer inquiries and support requests, primarily through email
and live chat. This involved responding to product-related questions, order status
inquiries, and providing general assistance to customers. It was an eye-opening
experience to directly engage with customers and address their needs.
Week 3: Issue Resolution and Communication
The third week marked an increase in the complexity of tasks. I was tasked with
addressing and resolving customer issues, such as order discrepancies and
shipping concerns. This required a deeper understanding of company policies
and an enhanced ability to communicate effectively with customers. The
experience was both challenging and rewarding as I witnessed firsthand how
25. effective communication and issue resolution are integral to customer
satisfaction.
Week 4: Advanced Customer Support and Feedback
In the final week of my internship, I had the opportunity to delve into advanced
customer support tasks. This included handling more complex customer inquiries
and providing solutions that exceeded customer expectations. I actively collected
and documented customer feedback, which I shared with the team. Additionally, I
was involved in collaborative efforts to improve the customer service process,
which highlighted the company's commitment to constant enhancement.
Overall, my four weeks at Total Trade have been an enriching experience. I've
gained a deep appreciation for the importance of excellent customer service in
the international trade industry. The internship has allowed me to develop crucial
skills in communication, problem-solving, and customer relationship
management. I'm grateful for the support and guidance provided by the Total
Trade team and look forward to utilizing the knowledge and experience gained
during my internship in my future endeavors.
26. CHAPTER-5
LIMITATIONS, SUGGESTIONS, AND CONCLUSION
Limitations:
This study was only limited to the Total Trade Customer Service Program.
Time Constraint: The time duration was very short as my internship was only
for 6 weeks, which I believe is not sufficient enough to identify and determine
every aspect of the company.
Limited Focus: This report predominantly centers on my personal experiences
and responsibilities, which may not present a holistic view of the company or
the industry.
Subjectivity: The report reflects my individual perspective, potentially
introducing bias and subjectivity.
Suggestions:
Market Establishment: As a startup, Total Trade should prioritize establishing
its market presence. A balance between profit generation and market
presence is essential for long-term success.
Senior Management Involvement: Greater involvement from the senior
management team can facilitate a smoother learning experience for interns
like myself.
