DECLARATION I (T.SUDHEER), declare that the project report Entitled “ PROJECT ON THE STUDY OF CUSTOMER SERVICE DESK AT BIG BAZAAR” POST GRADUATE PROGRAMME IN RATAN GLOAL BUSINESS SCHOOL. I further declare that this is an original piece of work, and has not been submitted in whole or part to any other or ganization. Place: HYDERABAD T.SUDHEERDate :10-02-2011
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Customer satisfaction is determined in terms of how well customers are dealt,
their problems resolved, etc.
The study has been conducted on the basis of my experience at Big Bazaar
This study mainly reveals the SWOT analysis that I have done here and the
suggestions that follow.
Customer Service Desk(CSD)
It is the place where exactly the manager of Customer Service Desk is available. He at
Customer Service Desk entrusts work to all the representatives of this department
Representatives across various counters attends customers. If there are any problems or
issues which they themselves cannot deal at respective counters, they are politely asked
to consult the representatives at CSD on first floor. Customer Service Representatives
are answerable for the acts of the employees at primary level.
The ascts of the employees bind the people at CSD. So, the representatitives must learn
how to tackle various Situations effectively. Paging is done at CSD; to have a smooth
communication within the employees of the store across various departments and to
guide the customers. Credit notes are given to the customers Functions of Customer
Service Desk(CSD)Customer service is the motto of the CSD at all the times and at all
the departments.
A customer service desk is situated mostly near the entrance to the
store. As the name suggests customer service desk is a department where allthe doubts, enquiries, and problems of the customers are answered or solved.
The customer service in-charge should be well updated with all the activities
happening within the store. He should also be aware of all the departments
within the store and the products that are available within the store. He
should also be thorough with all the company and store policies. He should
also be aware of the system software, and other process with in the store.
Various processes are handled by this department. All the goodsreturned by customers, exchanges of products, selling of gift vouchers,
providing gift wrapping service, store announcements and paging, attending
calls, handling of damage goods returned by customers, lost and found
products, customer feedback process handling and emergencies are taken
care at the customer service desk. They are also responsible directly or
13. How do the security guards behave with the customers?
a) Politely
b) Impolitely
14. Are you satisfied with the way paging is done at CSD?
a) Yes
b) No
If no, give suggestions…
a.………………………………….
b.………………………………….
c.………………………………….
15. Overall, how satisfied are you with the customer service experience?
a) Very satisfied
b) Some what satisfied
c) Neutral
d) Some what dissatisfied
e) Very dissatisfied
16. If you were less than totally satisfied, what could have been done to serve you
Better?
a.…………………………………
b.…………………………………
c.…………………………………
Thank you for your feedback. We sincerely appreciate your honest opinion and willtake your input into consideration while providing products and services in the future.