An Evaluation of Customer Care Department: A Case of Rangs Motors Ltd

Abstract

As a part of my academic requirement for completing my BBA program, I have joined as an intern at Rangs Motors Limited (RML), an automobile selling company in Dhaka. Based on my internship experience, I have prepared an internship report on the “customer service and satisfaction of Rangs Motors Limited”. I was assigned to the customer care department of Rangs Motors Limited as an intern under direct supervision of Head of customer care department of the company. Customer service and satisfaction of Rangs Motors Limited is an integral part of the organization. The CC department of RML strives to execute the customer service and satisfaction functions of the organization effectively and optimally. The report is an attempt to visualize the actual overview of the company. I have outlined the CCD functions and practices of the company. The key objective of the study is to identify customer service and satisfaction of Rangs Motors Limited (RML). To make this report informative, data has been collected from various secondary sources like articles, newspaper, reference books, and HR policy of the organization. Other than this, I conducted a questionnaire survey on the 20 employees of RML to identify the most valid information about the topic. From these sources, a clear and distinctive picture of customer service and satisfaction in RML has been obtained. The analysis has been done by using graphs and charts. Through the analysis three perspective has been identifies and the overall work environment is examined. In the final part of the internship report, I provided some recommendations and conclusion, which will help to improve the customer perception of the company and increase the efficiency in the customer care department division.