During the three months of my Internship I was placed in the CSD department under Personal Finance Service (PFS) of HSBC, Sylhet Branch. There, I acquired a great amount of knowledge about customer service attributes and conducted an investigation on customer service level. The findings of the, investigation along with other information are being presented in this report.
My overall report is divided into three broad parts. In the First part, I have given a comprehensive idea about the overall organization; the department of my internship, frequently used products and services, different departments, organizational structure, management style and so on.
The second part or the paper contains the analysis and its findings that I conducted on the customer service quality level of HSBC Sylhet. My analysis followed the SERVQUAL approach of measuring service quality. I tried to figure out how customer are putting importance in different attributes of the service delivered by HSBC Sylhet, which will show the level of satisfaction aggregately. For this reason I have used exploratory research first by interviewing manager, staffs and others. Then I have used 22 structured questions (Questionnaire) to reveal necessary data regarding service quality level from the customers.
In the third and final part, I have included five real life experiences those I have observed during my internship period. These happenings had function impact on the organization, and enriched my experience about dealing with customer problems.
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