POLITEKNIK MUADZAM SHAH RETAIL CUSTOMER SERVICE MINI PROJECT : BINGXUE PREPARED BY: AIDIEL HAFIY BIN ABDULLAH 19DPM25F1054 MIZAN MUKTAFI BIN ROSLI 19DPM25F1072 SYAHMI AZFAR BIN MOHAMED LUTFI 19DPM25F1021 MUHAMMAD FAHMI BIN MOHAMED FAZLI 19DPM25F1060 LECTURER NAME: PN.Zainatun Nisa Binti Sapaat DPR20043-RETAIL CUSTOMER SERVICES
ACKNOWLEDGEMENT First and foremost, I would like to express my gratitude to Allah for giving me the strength and opportunity to complete this mini project for DPR20043 – Retail Customer Services. I would also like to express my appreciation to the lecturers of DPR20043, especially Zainatun Nisa Binti Sapat, Nor Jannah Binti Ismail and Rabi'ah Bini Seman, for their guidance and support throughout the completion of this project. Special appreciation is also given to Nur Hidayah Binti Abdullah, Crew Leader at BINGXUE, for her time and cooperation during the interview session. The information provided during the interview was very useful in understanding the use of technology, customer service and Customer Relationship Management (CRM) at the outlet. Finally, I would like to thank everyone who contributed directly or indirectly to the completion of this mini project.
____ ____ ____ ____ ____ ____ ____ ____ ____ TABLE OF CONTENTS 1.0 INTRODUCTION 1.1 Background of the Study 1.2 Objectives of the Project 1.3 Interview Method 2.0 LOYALTY PROGRAMS TO RETAIN CUSTOMERS 2.1 Promotions Through Foodpanda 2.2 Product Updates Through TikTok 2.3 Product and Customer Service 3.0 SOURCE INFORMATION ABOUT CUSTOMERS' SATISFACTION LEVELS 3.1 Google Reviews 3.2 Customer Calls 3.3 Social Media 3.4 Direct Customer Interaction 4.0 CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM 4.1 Communication Through Social Media 4.2 WhatsApp 4.3 Digital Menu Display 4.4 e-POS System 4.5 Email and Customer Feedback 4.6 Contribution of CRM to Customer Satisfaction and Loyalty 5.0 CONCLUSION 6.0 REFERENCES 7.0 ATTACHMENTS
BINGXUE • CUSTOMER SERVICE REPORT1.0 INTRODUCTION 1.1 Background of the Study Technology has become an important part of customer service in the food and beverage industry. Digital ordering, online delivery platforms, social media, cashless payment and point-of-sale systems can support faster and more convenient customer transactions. At the same time, Customer Relationship Management (CRM) helps businesses manage communication and feedback in order to maintain relationships with customers. This mini project focuses on BINGXUE, a food and beverage franchise. An interview was conducted to obtain information about the outlet's customer service practices, technology usage, customer satisfaction and CRM activities. 1.2 Objectives of the Project ·To identify the technology used by BINGXUE in providing customer service. ·To examine how BINGXUE uses promotions and digital platforms to support customer retention. ·To identify the sources used by BINGXUE to obtain information about customer satisfaction. ·To explain how BINGXUE uses Customer Relationship Management (CRM) practices to support customer relationships. 1.3 Interview Method The information in this report was obtained through a direct interview with Nur Hidayah Binti Abdullah, who is a Crew Leader at BINGXUE and has approximately one year of working experience at the company. The interview focused on two areas: the use of technology in customer service and the Customer Relationship Management (CRM) system.
1.0 INTRODUCTION INSERT PHOTO / SCREENSHOT SUBTOPIC / FINDING Replace this area with your BINGXUE interview findings. Keep the paragraph concise and readable for printing. KEY POINTS • Point 1 • Point 2 • Point 3 CAPTION: Add a short description for the image.
2.0 TECHNOLOGY USED IN CUSTOMER SERVICE BINGXUE • CUSTOMER SERVICE REPORT
2.0 TECHNOLOGY USED IN CUSTOMER SERVICE INSERT PHOTO / SCREENSHOT SUBTOPIC / FINDING Replace this area with your BINGXUE interview findings. Keep the paragraph concise and readable for printing. KEY POINTS • Point 1 • Point 2 • Point 3 CAPTION: Add a short description for the image.
3.0 CUSTOMER SATISFACTION BINGXUE • CUSTOMER SERVICE REPORT
3.0 CUSTOMER SATISFACTION INSERT PHOTO / SCREENSHOT SUBTOPIC / FINDING Replace this area with your BINGXUE interview findings. Keep the paragraph concise and readable for printing. KEY POINTS • Point 1 • Point 2 • Point 3 CAPTION: Add a short description for the image.
4.0 CUSTOMER COMPLAINT MANAGEMENT BINGXUE • CUSTOMER SERVICE REPORT
4.0 CUSTOMER COMPLAINT MANAGEMENT INSERT PHOTO / SCREENSHOT SUBTOPIC / FINDING Replace this area with your BINGXUE interview findings. Keep the paragraph concise and readable for printing. KEY POINTS • Point 1 • Point 2 • Point 3 CAPTION: Add a short description for the image.
5.0 ACTIONS TO IMPROVE CUSTOMER SATISFACTION BINGXUE • CUSTOMER SERVICE REPORT
5.0 ACTIONS TO IMPROVE CUSTOMER SATISFACTION INSERT PHOTO / SCREENSHOT SUBTOPIC / FINDING Replace this area with your BINGXUE interview findings. Keep the paragraph concise and readable for printing. KEY POINTS • Point 1 • Point 2 • Point 3 CAPTION: Add a short description for the image.
6.0 CUSTOMER RELATIONSHIP MANAGEMENT (CRM) BINGXUE • CUSTOMER SERVICE REPORT
6.0 CUSTOMER RELATIONSHIP MANAGEMENT (CRM) INSERT PHOTO / SCREENSHOT SUBTOPIC / FINDING Replace this area with your BINGXUE interview findings. Keep the paragraph concise and readable for printing. KEY POINTS • Point 1 • Point 2 • Point 3 CAPTION: Add a short description for the image.
7.0 CONCLUSION BINGXUE • CUSTOMER SERVICE REPORT
7.0 CONCLUSION INSERT PHOTO / SCREENSHOT SUBTOPIC / FINDING Replace this area with your BINGXUE interview findings. Keep the paragraph concise and readable for printing. KEY POINTS • Point 1 • Point 2 • Point 3 CAPTION: Add a short description for the image.
8.0 REFERENCES BINGXUE • CUSTOMER SERVICE REPORT
8.0 REFERENCES INSERT PHOTO / SCREENSHOT SUBTOPIC / FINDING Replace this area with your BINGXUE interview findings. Keep the paragraph concise and readable for printing. KEY POINTS • Point 1 • Point 2 • Point 3 CAPTION: Add a short description for the image.
9.0 ATTACHMENTS BINGXUE • CUSTOMER SERVICE REPORT
9.0 ATTACHMENTS INSERT PHOTO / SCREENSHOT SUBTOPIC / FINDING Replace this area with your BINGXUE interview findings. Keep the paragraph concise and readable for printing. KEY POINTS • Point 1 • Point 2 • Point 3 CAPTION: Add a short description for the image.
8.0 REFERENCES BINGXUE • CUSTOMER SERVICE REPORT
List official website, interview, social media, delivery platforms and other sources used. ITEM 1 INSERT CONTENT / PHOTO / SOURCE HERE ITEM 2 INSERT CONTENT / PHOTO / SOURCE HERE ITEM 3 INSERT CONTENT / PHOTO / SOURCE HERE
9.0 ATTACHMENTS BINGXUE • CUSTOMER SERVICE REPORT
Insert interview photos, screenshots, evidence and supporting materials. ITEM 1 INSERT CONTENT / PHOTO / SOURCE HERE ITEM 2 INSERT CONTENT / PHOTO / SOURCE HERE ITEM 3 INSERT CONTENT / PHOTO / SOURCE HERE
