Ganesh Ganesh Ganesh Project

“A STUDY ON EFFECTIVENESS OF CLIENT SERVICING WITH REFERENCE TO QSPIDER”
“A STUDY ON EFFECTIVENESS OF CLIENT SERVICING WITH REFERENCE TO

QSPIDER”
Submitted in partial fulfillment of requirement of

Masters of Business Administration [MBA]
Submitted by:
GANESH YADAV
Reg. No: 17P6CMD049
Under Guidance:
MR. RAKESH T N
Asst. Professor Dept. of Management
Community Institute of Management Studies

2nd Block, Jayanagar, Bangalore
Batch 2017-2019
Community Institute of Management Studies, Bangalore Page 1

DECLARATION BY THE STUDENT
I hereby declare that the project report entitled “A STUDY ON EFFECTIVENESS OF

CLIENT SERVICING WITH REFERENCE TO QSPIDER” submitted by me to
Community Institute of Management Studies, Bangalore University in partial fulfillment of the
requirement for the award of the degree of MBA is a record of bonafide project work carried out
by me under the guidance of MR. RAKESH T N
I further declare that the work in this project has not been submitted and will not be submitted in
either or in full, for the award of any degree in the institute or any other institute and University
Bangalore GANESH YADAV
Date: REG NO: 17P6CMD049

ACKNOWLEDGEMENT
I place my sincere thanks to Director, Dr. Mahesh Kumar K. R, Community Institute of

Management Studies B-School college, Bangalore, for providing necessary support to carry out
this project.
My sincere gratitude to Mr. Rakesh T N, Faculty, Community Institute of Management Studies

B- School College, Bangalore, for this valuable guidance and support for the successful
completion of this project.
I would like to think my parent, my friends, other faculties and non-teaching staff who have
directly or indirectly assisted me in preparing this project report,
Bangalore GANESH YADAV
Date: REG NO: 17P6CMD049

TABLE OF CONTENT
PARTICULARS PAGE
CHAPTER NO
NO
1 INTRODUCTION
2 INDUSTRY AND COMPANY PROFILE
3 RESEARCH METHODLOGY
4 DATA ANALYSIS AND DATA INTERPRETATION
5 FINDINGS, SUGGESTATIONS AND CONCLUSION
BIBLOGRAPHY
ANNEXURES

LIST OF TABLE
SL. NO. TABLE TITLE PAGE NO.
1 Age
2 Gender
3 Occupation
4 How many employees are working in Qspiders company?
5 How satisfied are you with regarding to time taken to

process your request?
6 How satisfied are you with accurate process of your

order?
7 How satisfied are you with information we provide about

you are request?
8 How satisfied are you with are representatives friendly

nature and courteous?
9 How satisfied are you with understanding of are

requirements?

10 How satisfied are you with knowledge of our

representative?
11 How satisfied are you from the responsive given the us

for your requirements?
12 How satisfied are you with the quality of our services?
13 How important is timely delivery of requirement us?
14 How important is good communication skills for

understanding the requirements?
15 How important is it for our represent for understand your

requirements?
16 How do you prepare to communicate you are requirements with

us?
17 The amount information we provide about our requirements us?
18 . How do you interested know about our clients?
19 How often have a face difficult is in delivery of service?

20 How often have face issues regarding quality of service?
21 Have you face issue in understanding our requirements?
22 Have you face any issue regarding behavior from our

representative?
23 How fast word the requirements closed?
24 Overall how must do you trust us in delivering your

requirements?

LIST OF GRAPH
SL. NO. TABLE TITLE PAGE NO.
1 Age
2 Gender
3 Occupation
4 How many employees are working in Qspiders company?
5 How satisfied are you with regarding to time taken to

process your request?
6 How satisfied are you with accurate process of your

order?
7 How satisfied are you with information we provide about

you are request?
8 How satisfied are you with are representatives friendly

nature and courteous?

9 How satisfied are you with understanding of are

requirements?
10 How satisfied are you with knowledge of our

representative?
11 How satisfied are you from the responsive given the us

for your requirements?
12 How satisfied are you with the quality of our services?
13 How important is timely delivery of requirement us?
14 How important is good communication skills for

understanding the requirements?
15 How important is it for our represent for understand your

requirements?
16 How do you prepare to communicate you are requirements with

us?
17 The amount information we provide about our requirements us?
18 . How do you interested know about our clients?

19 How often have a face difficult is in delivery of service?
20 How often have face issues regarding quality of service?
21 Have you face issue in understanding our requirements?
22 Have you face any issue regarding behavior from our

representative?
23 How fast word the requirements closed?
24 Overall how must do you trust us in delivering your

requirements?

CHAPTER 1: INTRODUCTION

CLIENT SERVICING
Qspiders is the world’s leading software testing training organization with an aim to bridge the
gap between the demands of the industry and the curriculum of educational institutions. The
institute provides young job aspirants the perfect launch-pad to build a rewarding career in the
growing IT sector.
The Client Service Department is a valuable asset to the company. Client service staff also helps
in product development by assessing the needs of client and getting clients' opinions. In order to
have an efficient client service department, we need to teach effective client service techniques
and it can help to determine how client feels about the company which in-turn could do better to
gain more market share.
With centers across India, the institute is a platform where young minds are given the
opportunity to build successful careers.
QSpiders and JSpiders are among the largest software testing and development training
organizations across the globe with branches in North America, Europe and the Asia Pacific.
QSpiders and JSpiders hold the record of supplying the highest number of industry-ready
technical resources. The company can supply over 3500 technical resources at any time to meet
the industry's demand.
Our Hiring Solution

Zero Cost Hiring is the company’s proven solution which has history of placing 4,50,000 plus
graduates across industry.
The company’s Zero Cost Hiring save major portion of hiring cost,
 Readily available graduates, @ Qspiders & JSpiders will save the 90% Cost of sourcing
candidates/ resumes.
 Our Dedicated Delivery Team and Customized Delivery Model will save 70% of the
Cost involved in Recruiting.
Also, Our Pre-assessment on Aptitude, Communication and Technical training will save Time
spent by a recruiter and hiring managers in the initial level of candidate interaction and

evaluation, Time spent by a recruiter in coordination with candidates/ teams, follow-ups,

scheduling, invigilation and other operational stuff.
 Our Syllabus (Customized Syllabus as per industry), Our Resource Quality, Our
Additional Training on Domain and Project Specific content will save 90% Cost of
Training
Training turns out to be one of the costliest investments a company can make. In a report
from Training magazine in 2007, companies spent an average of over $1,200 annually per
employee.
An effective client is giving your client exceptional support.
You should aim for exceptional support because they are 4 times more likely to reward you with
their loyalty. But what does exceptional support look like in 2016?
You could use a helpdesk. But the truth is, helpdesks aren’t that helpful. Why? Because
helpdesks encourage your staff to see client and rules support tickets.
1. Self-service channels
Over 90% of your clients expect access to self-service channels. But they also expect
personalized attention when they need it.
Client who access your self-service channels without seeking personal service are significantly
more likely to end their relationship with you during their first three months of service.
In other words, you can’t afford to rely on self-service alone. If you want to keep your client, you
must get them to access both forms of support.
1. Personal service channels
Your client emails you. They call you on the phone. They message you via live chat. And they
ask questions on social media.

One-on-one support may be expensive, but it’s worth every penny. Why because personal
service channels give you an opportunity to build relationships with our clients. Profitable long-
term relationships.
But a note of caution: Most client refuse to wait more than five minutes for a response. So be
sure to hire enough support staff to provide quick service. Otherwise, you risk making a bad
impression.
By providing both self-service and personal service, you prevent your client from needing to
speak with you every time they have a problem. But you also demonstrate a commitment to their
happiness.
You can also save a lot of operating costs when you design your support strategy around client
loyalty and reducing churn, because a mere 2% increase in client retention is equal to a 10%
decrease in the cost of client’s acquisition.
Choosing a vendor that unifies your support channels will immediately boost your client
retention and prevent future churn. Plus, your client will thank you for providing a consistent
support experience. And your support staff will thank you for centralizing your client account
information. Now that’s a win-win-win!
Top performing service leaders are well aware of these benefits. That’s why they are 71
percent more likely to manage their multichannel client support using a single technology.
Effective client service refers to add an extra effort always to make the client satisfy. It implies
as a working on the standards and strategies set by your company to satisfy the clients.
Here are the few points which is helpful in delivering effective client service.
 Always be honest with the client.

 Try to give these answers promptly and immediately.
 Try to engage for a long time with the client to deeply understand their perspective.
 Always give a big smile when client approach you.
 Provide round the clock services.
 Be active on social media platforms to solve the queries and doubts of the client.
 Run email campaigns to share the relevant offers and deals with the client.
We are also into providing 24/7 chat support services & Lead Generation services globally for
last 12 years. We welcome you to try out the effectiveness of our service by signing-up for our
10 days completely free trial from here& let us take care of all your client support & lead
generation parts. Should you need to ask any questions about how our service can do wonders
for your business, our Live Chat Agents are available on our website* 24x7**, just for you.
Effective means to achieve the goals that the company has set for it’s client service department
and overall strategy.
This might mean a basic level of making sure no one will leave a negative review. A case in
point is an online retailer of cheap imported goods. They know that their product is sub-par but
want to keep their Amazon/eBay ratings high so that they will be able to sell more. Therefore,
they will craft their client service department in a way that will address the angry client and take
preventative actions to avoid any negative feedback that might hurt their ranking. Effective client
service here can be assessed by how many negative feedbacks there are one month to the next.
Alternatively, it could also mean satisfying the client so much that they will refer your
product/company to their friends and colleagues. An example of this is where a Seas company
offers online support, training, and webinars to help the client achieve their goals with the
software. If the clients are satisfied, which in this case translates into reaching their business
goals, the software company offering the client service will in turn benefit from positive
referrals, up-sells, and depending on their business model even be able to charge the client more
money for their service.
Deciding on a client service strategy will be easier the more the overall strategy and goals of the
company are defined. This means you can quantify the effectiveness of the client service
department based on those metrics that are important to the company.
From the side of the business owner, he/she should provide all necessary access to needed
information. There are so many unsatisfied clients, when they get either wrong information due
to the ignorance of workers, who simply don’t have access to the needed answers and solutions
of the existing problems. What’s also important is to use a CRM, which tracks all calls, mails

and quotes in order to have further connection to these people and not to lose their contact
information. Besides the client preferences are noticed as well in order to send them special
offers according to their desired.
CHARACTERISTICS OF CLIENT SERVICING
Any successful company owner or employees can tell you that quality client service is a
cornerstone to the success of the business. Without a service department that is satisfying clients,
loyalty may not form and clients may not return. Poor client service spreads by word-of-mouth
and discourages new clients from trying your product or service. Several characteristics should
be present in a quality client service representative.
Listening Skills
A client service representative must be able to listen to the needs of the clients. They take notes
and summarize the clients words back to them to ensure understanding. Instead of planning their
answer or retort as the client is speaking, they listen with the goal of comprehension.
Asking Skills
Those in clients, service know that asking the right questions can yield the answers that are
necessary to solve the problem or address the issue. Quality questions help to uncover the actual
needs, goals, objectives and concerns of the clients so the representative can work to meet those
needs and alleviate the concerns.
Responsible
To work in clients, service, responsibility is a must. This responsibility is two-sided, as it covers

the agents’ responsibility in attendance, service, loyalty and attitude. It also covers the ability of
the agent to take responsibility for mistakes and results--to know that their own actions
determine the results in clients, situations.

Responsive
Each need, question or concern is addressed in quality clients, service. Bypassing a question
because the answer is not known can leave a customer feeling ignored. Many service-related
inquiries are multi-faceted so it is important to fully respond to one inquiry before moving to
another.
Knowledgeable
Clients, service agents should be completely knowledgeable in the department/product/service

for which they are responsible. Along with this knowledge comes confidence, which leads to
clients, satisfaction. If a situation arises where an agent does not know an answer, he must be
willing to admit not knowing, and find the answer or pass the client to a representative that can
answer the question.
Complete
A client’s service representative should work through a situation to its completion. Instead of
being quick to hand off the problem or hesitant in working through clients needs, the agent
should be thorough and work through each situation step-by-step until it is resolved.
Timely
Client’s service is at its best when it is prompt. Allowing clients to sit on hold or wait in the store
for an available representative is unacceptable. The timely response to a request, question,
concern or problem is the first step to a solution. This may not always be speedy, but it should be
efficient and thorough.
Accurate
Any information relayed from clients, service representative to a customer must be 100 percent
accurate. Whether it is instructions on assembly or performance, or information on warranties,

everything must be factual. Along with accuracy in fact, the representative should be precise in
the actions performed on the client behalf
BENEFITS OF CLIENT SERVICES
1. Increased Revenues:
Client, who receive a positive experience are more likely to provide repeat business. They know
that your organization cares about customers. As a result, great customer service translates into
increased profits. The most effective way to offer a high level of service is to give your
employees the real-world training they require. Online training allows you to integrate a whole
host of interactive online training activities, from simulations and scenarios to serious games.
Another revenue-boosting benefit is that you're saving money on traditional instructors, printed
materials, and site rentals. Everything is done online. Therefore, you don't need to foot the bill
for face-to-face training sessions, thereby widening your profit margin.
2. Improved Self-Confidence and Motivation
They require to get the job done. As such, your employees are motivated to develop their
knowledge and skills. You also have the opportunity to provide customized online training
content, which enables them to focus on their own areas to improve and continually tune their
talents. This yields a broad range of benefits in both their personal and professional lives. Your
staff feels more empowered and is re integrating mechanics cognized for their accomplishments.
Especially if you give them the ability to earn rewards by You can also assess their performance
and skills beforehand so that you can develop individualized online training resources.
3. Boost in Clients Loyalty
Happy clients keep coming back for more. They also spread the word about your stellar client
service to their friends. In short, happy clients are lifelong customers. It has primarily to do with
the fact that your staff received top-notch clients, service online training. You can magnify these

benefits by adding a consumer training course to your online training program. For example
product knowledge presentations that you offer for free on your website. This makes life easier
for your sales and customer service staff as well, given that the customer is already prepared and
equipped with the knowledge they need when they walk through the door.
4. Drop in Employee Turnover Rates
Employees who receive the online training are less likely to leave your organization. They are
aware that your company cares about their employees' personal development and that they are
willing to invest in their success. This leads to lower employee turnover rates and a significant
decrease in on boarding online training expenses. Not to mention, you get to retain your top
talent, who will continue to provide amazing customer service to loyal consumers. To keep
employee turnover rates down, provide your staff with personalized online training paths, micro
learning online training libraries, and other helpful online training resources.
5. Enhanced Brand Image
Organizations that have effective customer service online training are known for their
unparalleled L&D strategy. Customers want to do business with them and employees want to
work for them. As such, customer service online training can help to enhance your brand image
and establish trust. Consumers are more likely to purchase your products and services because
you understand the importance of training employees. This is a direct reflection of your
company's dedication to its own staff and its loyal customer base.
6. Online Training Personalization And Flexibility
Many organizations turn to online training because it offers complete customization,

personalization, and flexibility. Every member of your team has access to the online training
resources they need to fill gaps and improve proficiency regardless of their job duties, position,
or current experience level. You can even incorporate clickable eLearning course maps or
individual online training contracts to cater to individual needs. Furthermore, employees have the
opportunity to train whenever it fits in their schedule. They don't have to work overtime to brush

up on skills or sit through a long training session when they should be on the sales floor. Online
training allows for greater flexibility, which makes L&D more accessible and convenient.
7. Cultivate A Supportive Corporate eLearning Culture
There are a variety of benefits associated with a positive corporate eLearning culture. It
encourages employees to become lifelong learners and offers them the ongoing support they
need. Online training gives you the ability to expand your thriving corporate eLearning culture
on a global scale. Employees from all around the world can take part in online discussions and
interact with co-workers. Learning technologies and social media tools make it all possible.
However, it's important to note that cultures don't cultivate themselves. It takes a great deal of
time, resources, and dedication to create a positive online training environment and a supportive
online community.
8. Collect Valuable Employee Feedback
One of the most notable advantages of online training is employee Big Data. You can collect
valuable eLearning feedback from your staff in order to improve your customer service online
training. Therefore, your organization is able to develop even more targeted and personalized
online training resources for its staff instead of relying on a one-size-fits-all approach.
Employees also appreciate the fact that their opinions matter, which further fuels their motivation
and engagement.
Is your customer service up to par? Or is it time to transition to online training? The 8 benefits
above are just a few of the reasons to integrate learning technologies into your online training
strategy. If you're still on the fence, you may want to think about a blended learning approach
that offers the best of both worlds.

CLIENT SERVICING OF MANAGEMENT
Client Servicing Manager is responsible to support Corporate Sales Team or Business

Development teams in servicing accounts. Client Servicing Manager is often the primary point of
contact for clients and ensures client satisfaction with the organization's product or service.
The Job Role and Responsibilities
The primary responsibilities of a Client Servicing Manager would be to:
Seek, process and execute client requests and product orders

Answer queries regarding product/ services, processes and if required direct them to the account
manager
Assist clients to use the products and services and keep them updated about new features
launched
Coordinate with internal teams to ensure timely fulfillment of products orders/ services
Maintain trackers, reports for client interaction, product/ service usage etc
Collect feedback and resolve client complaints
Competencies and Skills Required
Client Servicing Manager plays a critical role in satisfying clients and thus bringing repeat
business. They are the primary point of contact for the company's clients and need to have good
communications skills, interpersonal skills and problem solving skills. The major skills and
competencies that employers look for in a candidate are:
Good communication skills

Good interpersonal skills
Active problem solving skills
Customer Focus
Ability to handle pressure

Assessment for the ‘Right’ Client Servicing Manager
The following table illustrates how various skills and personality traits map to assessments
required for Client Servicing Manager role:
Client Servicing Manager Profile AMCAT Mapping

Communication Skills English : Mid to High
Interpersonal Skills Agreeableness
Problem Solving High
Problem Solving Skills
Logical Ability: Mid to High
Customer Centricity - Mid
Customer Focus
Customer Expectation Management - Mid
Self Management - Mid
Ability to handle pressure
Emotional Stability (Personality) : Mid to High
Assessments' Correlation to Performance
Standardized assessments have shown high 'validity' in predicting the success of the candidate as
a Client Servicing Manager. The objective criteria consist of cognitive skill assessment,
Servicing competency assessment and personality. Situation Judgment Tests (SJT) when
combined with personality and cognitive skills assessments have proven to be a valid tool for
predicting job performance of a candidate applying for Client Servicing Manager role.
Benchmarking study done at multiple companies across industries show that there was a strong
correlation between candidates' actual on job performance and scores on AMCAT SJT for Client
Servicing and personality traits of Agreeableness and Emotional Stability. Standardized
benchmarks on these modules when used at the time of hiring can increase organizational
efficiency by 18%-22%.

Client Servicing Manager is responsible to support Corporate Sales Team or Business

Development teams in servicing accounts. Client Servicing Manager is often the primary point of
contact for clients and ensures client satisfaction with the organization's product or service.

CHAPTER 2
INDUSTRY AND COMPANY PROFILE

QSpiders is a best-in-class learning solutions organization headquartered in India’s IT capital,

Bangalore. They offer a wide range of courses in the area of software testing and are official
partners of the ISTQB®. A “finishing school” in many ways, the institute provides young job
aspirants the perfect launch-pad to build a rewarding career in the growing IT sector. From its
humble beginnings, QSpiders has exponentially grown to be the world’s largest software testing
training organization spread across countries. At QSpiders, they ensure training is imparted by
specialists with proven subject matter expertise and who have spent over a decade in their area of
specialization. Their faculty’s are highly competent, skilled and dedicated to giving their best
towards the professional development of their students. Besides training, they also provide
placement assistance to the students and most of the big corporate in the corporate world hire
their trained talent. It is indeed their pleasure to have placed over thousands of job-seekers in
various IT firms across India over the years with an aim to place thousands more! Building
competency into over 5000 students a month, QSpiders is where talent meets opportunity and
they believe your search for the dream job or the dream professional ends here.
List of course:
 Python- selenium
 Advanced Selenium- Software Testing course
 Agile Methodology and dev0ps
 Api testing
 C,C++ Programming
 Classic Selenium – Software Testing Course
 Cloud and Virtualization
 Cucumber
 litmus training
 General Aptitude
 Internship in java
 Internship in python
 ISTQB-Software testing course
 J2EE

 Mobile Application testing

 Performance testing
 QTP
 SDET
 Selenium Expert
 Selenium project
 Soap UI
 Soft Skill
 Spoken English
Branches
 Basavanagudi
 Old Airport Round (Domlur)
 Rajajinagar
 Hebbal
 BTM Layout
 Chennai – Chromepet
 Chennai – Vadapalani
 Noida
 Pune Deccan Gymkhana
 Pune Hadapsar
 Mumbai
 Hyderabad JNTU
 Hyderabad Punjagutta
 Mysore
 Bhubaneswar
 Chandigarh
 USA
 UK
 Bhopal

 Pane waked
 Thane
Man clients
 DELOITTE
 CAPGEMINI
 GENPACT
 MAHINDRA COMVIVA
 SUNQUEST
 TOSHIBA
 QUINNOX
 ATOS
 UNISYS
 ADITYA BIRLA MINACS
 POLE TO WIN
 SUBEX
 METRIC STREAM
 ALLSTATE SOLUTIONS PRIVATE LIMITED
 3DPLM
 BIRLASOFT LIMITED
 ARISGLOBAL SOFTWARE PVT LTD
 ELECTRONIS FOR IMAGING
 SHARP SHOFTWARE
 INTEGAR MICRO SYSTEMS

Qspiders overview
Website www.qspiders.com
Headquarters: Bengaluru
Size: 1 to 50 Employees
Type: Company- private
Industry: Education Training servicing
CEO: Mr. Girish.

CHAPTER 3
RESEARCH METHODOLOGY

TITLE OF THE STUDY:
“A study on effectiveness of client servicing with reference to Qspider”
NEED FOR THE STUDY:
The study helps to know about how to build good client relation, by greeting clients and
approach them in a way that is natural and fits the individual situation, continue to keep clients
aware of what's in it for them to do business with you, helping people - even just letting a client
know about an event that you know they're personally interested in is helpful. The perceived
quality of a product or service weighs heavily on client satisfaction. It’s the difference between
what is expected and what is delivered.When a company succeeds in handling as well as
retaining their clients, success of their business follows automatically. So a proper client
servicing is essential to every business.
STATEMENT OF THE STUDY:
The study is done to know that the good client service is building good relationships with the
clients. Thanking the client and promoting a positive, helpful and friendly environment will
ensure they leave with a great impression. A happy client will return often and is likely to spend
more the meaning of client service can vary from the nature and domain of businesses in which
they are dealing with, the main motive of client service is how easily business is able to satisfy a
need or solve a problem related with product services to ease out their client’s burden.

OBJECTIVES OF THE STUDY:
 To understand the ways and means of understanding clients requirements for providing
good client service.
 To understand methods practised in delivering client requests and methods of executing

clients requirements.
 To understand procedures adopted to analyse the future needs of clients.
 To provide useful remedies to fill gaps (if any) in client servicing with respect to the
conversion ratio of clients.
SCOPE OF THE STUDY:
The study is helpful for the business and clients to know about servicing plan and its
effectiveness in the organization. It also understands the perception of clients towards service
provided by the Qspiders. The scope of the study is limited to clients of the company.
RESEARCH METHODOLOGY:
This study will use both primary and secondary data.
 TYPE OF RESEARCH: Descriptive research
 SAMPLE SIZE: 100 respondents.
 SAMPLING TECHNIQUE: Convenience sampling.

 SOURCES OF DATA:
1. Primary data
2. Secondary data
 TOOLS FOR COLLECTION OF PRIMARY DATA:

1.
1. Questionnaire table
2. Interview
 TOOLS FOR DATA ANALYSIS:

1. Distribution table
2. Percentage analysis
3. Graphs
 PLAN OF ANALYSIS:
The data analysis needed for the study is collected from clients through questionnaire.
Data analysis and interpretation has been done using the statistical tools and data
presented through tables and charts.
LIMITAIONS OF THE STUDY:
1. The study is covered only for the people of the organization.

2. The sample size is limited only to a few respondents.
3. Some respondents maybe biased in answering the questions.

CHAPTER 4
DATA ANALYSIS AND DATA INTERPRETATION

Table 4.01: Distribuation of respondent accourding to Age
Age No of respondents Respondents

15-25 73 73%
25-35 15 15%
35-45 5 5%
45-55 2 2%
Above 55 5 5%
Total 100 100%
Analysis: From the above table, 73% of respondent is from the age group of 15-25, 15% is from
the age group 25-35, 5% is from the age group 35-45, 2% is from the age group 45-55, and 55%
is from the age group 55 above.
Chart 4.1: Distribution of respondent according to Age.
15-25 25-35 35-45 45-55 Above 55
2%
5%
5%
15%
73%
Interpretation:
From the above diagram, it is found that majority of the respondents are young and dynamic in
nature followed by good number of respondents who are older than youngsters, and few
respondents fall under the experienced people category.
4.2: Distribution of respondent according to Gender.

Gender No of respondent Respondents (%)
Male 80 80%
Female 20 20%
Total 100 100%
Analysis: From the above table, 80% is male respondent and 20% is female respondent.
Chart 4.2: Distribution of respondent according to Gender.
Female
20%
Male
80%
Interpretation: From the above diagram, it can be inferred that majority of the respondents are
male compared to female.

Table 4.3: Distribution of respondent according to Occupation
Particulars No of respondent Respondents (%)

Student 66 66%
Employed 18 18%
Self employed 12 12%
Retired 4 4%
Total 100 100%
Analysis: From the above table, 66% of the respondents are Student, 18% of the respondent are
Employed, 12% of the respondent are Self employed, and 4% of respondents are Retired.
Chart 4.3: Distribution of respondent according to Occupation.
Retired
4%
Self
employed
12%
Employed
18%
Student
66%
INTERPRETATION:
From the above diagram, it is found that majority of the respondents are Student while few
respondents were employees of certain organizations.

Table 4.4: How many employees are working in Qspider Company?
Particulars No of respondents Respondents (%)

0-20 25 25%
21-50 40 40%
51-100 21 21%
101-1000 9 9%
More then 1000 5 5%
Total 100 100%
Analysis: From the above table, 25% of the respondent are working in Qspider company 0-20,
40% of the respondent are working in Qspider company by 21-51, 21% of respondent are
working in Qspider company by 51-100, 9% of respondent are working in Qspider company by
101-1000, and 5% of respondent are working in Qspider company by More than 1000.
Chart 4.4: How many employees are working in Qspider Company?
0-20 21-50 51-100 101-1000 More then 1000
5%
9%
25%
21%
40%
INTERPRETATION:
From the above graph, it is concluded that in Qspider 21-50 employees are working.

Table 4.5: showing How satisfied are you with regarding the time taken to process your
clients request?

Very satisfied 39 39%
satisfied 28 28%
Neutral 19 19%
Un-Satisfied 11 11%
Highly un-satisfied 3 3%
Total 100 100%
Analysis: From the above table it is seen that 39% of respondents are Very satisfied, 28% of
respondent are satisfied, 19% of respondent are Neutral, 11% of respondent are Un- Satisfied,
and 3% of respondent are Highly Un- satisfied.
Chart 4.5: How satisfied are you with regarding to time taken to process your client’s
request?
Very satisfied satisfied Neutral Un-Satisfied Highly un-satisfied
3%
11%
39%
19%
28%
INTERPRETATION:
From the above graph it is seen that majority of the respondents are highly satisfied with the
time taken to process clients request while few respondents are not satisfied at all.

Table 4.6: How satisfied are you with the process followed to close the order?
satisfied 35 35%
Neutral 25 25%
Un-Satisfied 16 16%
Highly un-satisfied 1 1%
Total 100 100%
Analysis:
From the above table, 23% of the respondent are Very satisfied, 35% of the respondent are
satisfied, 25% of the respondent are Neutral, 16% of the respondent are Un Satisfied, and out of
100 respondents 1% is Highly Un-satisfied.
Chart 4.6: How satisfied are you with the process followed to close the order?
Very satisfied Satisfied Neutral Un-Satisfied Highly Un-Satisfied
1%
16% 23%
25%
35%
INTERPRETATION: From the above graph, it is concluded that the maximum number of
employees are very much satisfied with the way orders are closed while few respondents are
neutral in their opinions.

Table 4.7: How satisfied are you with the information provided by the clients towards their
requirements?
Particulars No of respondents Respondents

Satisfied 20 20%
Neutral 25 25%
Un-Satisfied 15 15%
Highly Un-Satisfied 9 9%
Total 100 100%
Analysis: From the above table t is analyzed that 31% of the respondents are Very satisfied, 20%
of the respondent are Not satisfied, 25% of the respondent Neutral, 15% of the respondent are
Satisfied, and 9% of the respondent are Highly satisfied.
Chart 4.7: How satisfied are you with the information provided by the clients towards
their requirements?
Very satisfied Satisfied Netural Un-Satisfied Highly Un-Satisfied
9%
15% 31%
25%
20%
INTERPRETATION:
From the above graph, it is seen that majority of the respondents are very satisfied with the
information provided by the clients towards their requirement.

Table 4.8: How satisfied are you with clients representatives friendly nature and
courteousness?

satisfied 18 18%
Neutral 28 28%
Un-Satisfied 19 19%
Highly Un-Satisfied 14 14%
Total 100 100%
Analysis:
From the above table it is seen that 21% of the respondents are Very satisfied by friendly nature
and courteousness, 18% of the respondent are satisfied, 28% of the respondent are Neutral, 19%
of the respondent are Unsatisfied and 14% of the respondent are Highly satisfied.
Chart 4.8: How satisfied are you with clients representatives friendly nature and
courteousness?
Very satisfied satisfied Netural UnSatisfied Highly Unsatisfied
14%
21%
19%
18%
28%
INTERPATATION: From the above graph, it is seen that majority of the respondents said that
clients representatives friendly nature and courteousness is neutral.

Table 4.9: How satisfied are you with understanding the clients’ requirements?

satisfied 20 20%
Neutral 25 25%
Unsatisfied 23 23%
Highly Unsatisfied 18 18%
Total 100 100%
Analysis: From the above table 14% of the respondents are Very satisfied with understanding
the clients requirements, 20% of the respondent are satisfied, 25% of the respondents Neutral,
23% of the respondent are Unsatisfied, and 18% of the respondent are Highly Unsatisfied.
Chart 4.9: How satisfied are you with understanding the clients requirements?
Highly Very
satisfied satisfied
18% 14%
Satisfied
Unsatisfied 20%
23%
Neutral
25%
INTERPATATION:
From the above graph, it is seen that majority of the respondent are neutral with understanding
the clients requirements by Neutral.

Table 4.10: How satisfied are you with knowledge of their representatives in clarifying the
requirements?
Particulars No of respondent Respondent (%)

satisfied 20 20%
Neutral 21 21%
Unsatisfied 26 26%
Total 100 100%
Analysis:
From the above table ,17% of the respondent are Very satisfied by the knowledge of their
representative, 20% of the respondent are satisfied, 21% of the respondents are Neutral, 26% of
the respondent are Unsatisfied, and 16% are Highly Unsatisfied.
Chart 4.10: How satisfied are you with knowledge of their representatives in clarifying the
requirements?
17% 20% 21% 26% 16%
Very satisfied Satisfied Neutral Unsatisfied Highly

Unsatisfied
INTERPRETATION:
From the above graph, it is seen that majority of the respondent are satisfied knowledge of their
representatives .

Table 4.11: How satisfied are you from the response given by the clients for queries in their
requirements?
Particulars No of respondents Respondents

satisfied 17 17%
Neutral 22 22%
Unsatisfied 21 21%
Total 100 100%
Analysis:
From the above table 27% of the respondent are Very satisfied by the clients for queries, 17% of
the respondent are satisfied by the clients queries, 22% of the respondent are Neutral by the
clients for queries, 21% of the respondent are Unsatisfied by the clients for queries, and 13% of
the respondent are Highly Unsatisfied by the clients for queries.
Chart 4.11: How satisfied are you from the response given by the clients for queries in their
requirements?
27%
22% 21%
17%
13%
Very satisfied satisfied Neutral UnSatisfied Highly

Unsatisfied
INTERPETATION: From the above chart it can be inferred that almost every respondents are
Very satisfied given by the clients for queries.

Table 4.12: How satisfied are you with the quality of services given by clients’
representative?
Particulars No of respondent Respondent (%)

Satisfied 22 22%
Neutral 25 25%
Unsatisfied 19 19%
Total 100 100%
Analysis: From the above table, 24% of respondents are very satisfied by quality of services,
22% of respondents are Satisfied, 25% of respondents are neutral, 19% of respondents are
Unsatisfied and 10% of respondents are Highly Unsatisfied.
Chart 4.12: How satisfied are you with the quality of services given by clients
representative?
100%
80%
60% 24% 22% 25% 19% 10%

40%
20%
0%
Very Satisfied Neutral Unsatisfied Highly
satisfied Unsatisfied
INTERPRETATION:
From the above chart it is seen that majority of the respondents are Neutral quality of services
given by clients

Table 4.13: How important is timely delivery of clients’ requirement?

Not at all important 12 12%
Slightly important 22 22%
Moderately important 21 21%
Very important 24 24%
Highly important 21 21%
Total 100 100%
Analysis: From the above table, 12% of the respondent feels timely delivery of client by Not at
all important, 22% of the respondent feels timely delivery of client by Slightly important, 21% of
the respondent feels timely delivery of client by Moderately important, 24% of the respondent
feels timely delivery of client by Very important, and 21% of the respondent feels timely
delivery of client by Highly important.
Chart 4.13: How important is timely delivery of clients requirement?
Extremely Not at all

important important
21% 12%
Slightly
important
Very 22%
important
24%
Moderately
important
21%
INTERPRETATION: From the above graph, it is seen that majority of the respondents are very
important timely delivery of clients.

Table 4.14: How important is good communication skills for understanding the
requirements?
Total 100 100%
Analysis: From the above table, 23% of the respondents feels good communication skills by Not
at all important, 18% of the respondent feels good communication skill by slightly important,
19% of the respondent feels good communication skill by Moderately important, 28% of the
respondent feels good communication skill by Very important, and 12% of the respondent feels
good communication skill by Highly important.
Chart 4.14: How important are good communication skills for understanding the
requirements?
23% 18% 19% 28% 12%
INTERPRETATION: From the above graph, it is seen that majority of the respondents are very
important good communication skill

Table 4.15 How important is it for your representative to understand clients requirements?

Total 100 100%
Analysis: From the above table, 18% of the respondents are clients by Not at all important, 24%
of the respondents are clients by Slightly important, 20% of the respondents are clients by
Moderately important, 20% of the respondents are clients by Very important, and 18% of the
respondents are clients Highly important.
Chart 4.15 How important is it for your representative to understand clients

requirements?
Extremely Not at all

important important
18% 18%
Very
Slightly
important
important
20%
24%
Moderately
important
20%
INTERPRETATION: From the above graph, it is seen that majority of the respondents said
that it is slightly important.
Table 4.16: How do your clients prefer to communicate their requirements?


On E male 22 22%
On telephone 31 31%
On our internal system 19 19%
In person 19 19%
Others 9 9%
Total 100 100%
Analysis: from the above table, 22% of the respondents are communicated by On E male, 31%
of the respondent are communicate by On telephone, 19% of the respondent are communicated
by On our internal system, 19% of the respondents are communicate by In person, and 9% of the
respondents are communicated by Others.
Chart 4.16 How important is it for your representative to understand clients

requirements?
31%
22% 19% 19%
9%
On E male On On our In person Others

telephone internal
system
INTERPRETATION:
From the above graph, it is seen that majority of the responded are communicated by On
telephone.
Table 4.17: How much amount of information does clients provide about their
requirements?


Too much 32 32%
Too little 28 28%
Just right 40 40%
Total 100 100%
Analysis:
From the above table, 32% of the respondents feels amount of information does client provide
by Too much, 28% of the respondents feels amount of information does client provide by Too
little, and 40% of the respondents feels amount of information does client provide by Just right.
Chart 4.17: How much amount of information does a client provide about their
requirements?
Too
much Too little
Just right
INTERPRETATION: From the above graph, it is seen that majority of the respondents are just
right amount of information does a clients
Table 4.18: How interested would you to know about your achievements from your clients?

Yes I want too 42 42%

I am interested but no 39 39%
Not interested 19 19%
Total 100 100%
Analysis: From the above table 42% of respondents are too much interested to know about their
achievements from their clients, 39% of respondents are interested but not much to know about
their achievements from their clients, 19% of respondents are not interested to know about their
achievements from their clients,
Chart 4.18: How interested would you to know about your achievements from your
clients?
Not interested,
19%
Yes I want too,
42%
I am
interested but
no, 39%
INTERPRETATION:
From the above graph we can analyze that the more number of respondents are too much
interested to know about their achievements from their clients.
Table 4.19: How often you have to face difficult in delivering service to your clients?


Always 23 23%
Sometime 23 23%
Never 22 22%
Very often 18 18%
Rarely 14 14%
Total 100 100%
Analysis: From the above table, 23% of the respondents feels delivering service to the clients by
Always, 23% of the respondents of feels delivering service to your clients by Sometime, 22% of
the respondents feels delivering service to your clients by Never, 18% of the respondents feels
delivering service to your clients by Very often, and 14% of the respondents are delivering
service to your clients by Rarely.
Chart 4.19: How often you have to face difficult in delivering service to your clients?
23% 23% 22% 18% 14%
Always Sometime Never Very often Rarely
INTERPRETATION: From the above graph, it is seen that majority of the respondents are
always delivering service to your clients
Table 4.20: How often do you had to face difficulties regarding quality of service?


Always 21 21%
Sometime 27 27%
Never 19 19%
Very often 17 17%
Rarely 16 16%
Total 100 100%
Analysis: From the above table, 21% of the respondents are often do you face regarding quality
of service by Always, 27% of the respondents are often do you face regarding quality of service
by Sometime, 19% of the respondents are often do you face regarding quality of service by
Never, 17% of the respondents are often do you face regarding quality of service by Very often,
and 16% of the respondents are often do you face regarding quality of service by Rarely.
Chart 4.20: How often do you had to face difficulties regarding quality of service?
Rarely
Always
16%
21%
Very
often
17% sometime
27%
Never
19%
INTERPRETATION: From the above graph, we can analyze that the more number of
respondents are often facing quality problem of service
Table 4.21: Have you face issues in understanding client’s requirements?


Always 21 21%
Sometime 32 32%
Never 17 17%
Very often 14 14%
Rarely 16 16%
Total 100 100%
Analysis: From the above table, 21% of the respondent are facing issues in understanding
client’s requirements are Always, 32% of the respondent face issues in understanding client’s
requirements by Sometime, 17% of the respondent face issues in understanding client’s
requirements by Never, 14% of the respondent face issues in understanding client’s requirements
by Very often, and 16% of the respondent face issues in understanding client’s requirements by
Rarely.
Chart 4.21: Have you face issues in understanding client’s requirements?
Rarely, 16%
Always, 21%
Very often, 14%
Sometime, 32%
Never, 17%
INTERPRETATION: From the above graph, we can analyze that sometimes the number of
respondents are facing issues in understanding client’s requirements
Table 4.22: Have you faced any issue regarding behavior from your client’s representative?

Always 21 21%
Sometime 38 38%
Never 19 19%
Very often 15 15%
Rarely 7 7%
Total 100 100%
Analysis: From the above table, 21% of the respondents faced any issue regarding behavior
from your clients by Always, 38% of the respondent are faced any issue regarding behavior from
your clients by Sometime, 19% of the respondent faced any issue regarding behavior from your
clients by Never, 15% of the respondent faced any issue regarding behavior from your clients
by Very often, and 7% of the respondent faced any issue regarding behavior from your clients
by Rarely.
Chart 4.22: Have you faced any issue regarding behavior from your client’s
representative?
Alaways Sometime Never Very often Rarely
7%
21%
15%
19%
38%
INTERPRETATION: From the above graph, we can analyze that sometimes the more number
of respondents are facing issue regarding behavior from your clients.
Table 4.23: How fast were the requirements able be closed?


Immediately 24 24%
Some days 36 36%
Two to three days 14 14%
In week 20 20%
Never closed 6 6%
Total 100 100%
Analysis: From the above table, 24% of the respondents are requirements able be closed by
Immediately, 36% of the respondents are requirements able be closed by Some days, 14% of the
respondents are requirements able be closed by Two to three days, 20% of the respondents are
requirements able be closed by In week, and 6% of the respondents are requirements able be
closed by Never closed.
Chart 4.23: How fast were the requirements able be closed?
36%
24%
20%
14%
6%
Immediately Some days Two to three In week Never closed

days
INTERPRETATION:
From the above graph, we can analyze that the more number of respondents are requirements
able be closed within Some days.
Table 4.24: Overall how much do you trust your clients in closing the requirements
delivered by you?


Completely 25 25%
Most of the time 35 35%
Some of time 27 27%
Not at all 13 13%
Total 100 100%
Analysis: From the above table, 35% of the respondents have opted for most of the time with
respect to trusting clients in closing the requirements delivered.
Chart 4.24: Overall how much do you trust your clients in closing the requirements
delivered by you?
Not at toll
13%
Completely
25%
Some of time
27%
Most of the
time
35%
INTERPRETATION:
From the above graph, it is inferred that most of the time clients are good in closing the
requirements delivered.

CHAPTER 5
FINDINGS, SUGGESTION AND CONCLUSION
FINDINGS

1. From the above diagram, it is found that majority of the respondents are in the age group
of 15-25 years.
2. From the above diagram, it can be inferred that majority of the respondents are male
compared to female.
3. From the above graph it is seen that majority of the respondents are process by Highly
Unsatisfied.
4. From the above graph, it is concluded that the maximum number of employees are
Unsatisfied with closing the orders.
5. From the above graph, it is seen that majority of the respondents are Highly Unsatisfied
with the information provided by the clients towards their requirement.
6. From the above graph, it is seen that majority of the respondents said that client’s
representative’s friendly nature and courteousness is neutral.
7. From the above graph, it is seen that majority of the respondent are neutral with
understanding the clients requirements by
8. From the above graph, it is seen that majority of the respondent are satisfied knowledge
of their representatives
9. From the above chart it can be inferred that almost every respondents are Highly
Unsatisfied given by the clients for queries.
10. From the above chart it is seen that majority of the respondents are Neutral quality of
services given by clients
11. From the above graph, it is seen that majority of the respondents are very important
timely delivery of clients.
12. From the above graph, it is seen that majority of the respondents are very important good
communication skill
13. From the above graph, it is seen that majority of the respondents said that it is slightly
important.
14. From the above graph, it is seen that majority of the respondents said that it is slightly
important.
15. From the above graph, it is seen that majority of the respondents are just right amount of
information does a clients

16. From the above graph we can analyze that the more number of respondents are too much
interested to know about their achievements from their clients.
17. from the above graph, it is seen that majority of the respondents are always delivering
service to your clients
18. From the above graph, we can analyze that the more number of respondents are often
facing quality problem of service
19. From the above graph, we can analyze that sometimes the number of respondents are
facing issues in understanding client’s requirements
20. From the above graph, we can analyze that sometimes the more number of respondents
are facing issue regarding behavior from your clients
21. From the above graph, we can analyze that the more number of respondents are
requirements able be closed within some days.
22. From the above graph, it’s inferred that most of the time clients are good in closing the
requirements delivered by you.
SUGGESTIONS

 As per the study majority of the respondents are Highly Unsatisfied with respect to time
taken to process client’s request, hence company should look into the matter and help
employees.
 It is witnessed from the study that employees are not being provided by proper and
accurate information by the clients hence company must interfere among both and helps
it solve.
 Employees are not happy regarding quality of service hence it is suggested for the
company to look into it.
 It was observed that employees were not happy regarding knowledge of representatives,
hence the representatives as well as company should look into it.
 Most of the employees were facing difficulties while dealing with delivering service to
the client’s therefore good mediums should be provided to deliver the services.
 From the study conducted it is construed that employees had issues regarding clients
representatives hence company must make sure employees don’t come under any kind of
threats or harassment and work peacefully.
 Maintain the relationships between the company and client so the transparency should be
maintained both side.
 Feedback from the clients gives the right sustainability for the company. So problems are
solved by company.
CONCLUSION

This study was conducted at Qspider with an aim to understand the effectiveness of client
servicing within the organization as in understanding client needs and methods practiced in
delivering client requests. This study has helped in understanding how effectively client has to be
handled and managed and keeping in view the fact that how client has to be provided service
currently and in future also.
Therefore with the study it can be arrived at a conclusion that Qspider provides good client
management service.

MBA Dissertation
1st PROGRESS REPORT
Sl. Particulars
No.
1 Name of the Student Ganesh Yadav
2 Registration Number 17P6CMD049
3 Name of College Guide Asst. Professor:- MR. RAKESH T N
4 Name and contact no of the Co- -
Guide/External Guide
(Corporate)
5 Title of the Dissertation A Study on Effectiveness of Client
Servicing with Reference to QSPIDER.
6 Name and Address of the -
Company/Organization where
dissertation undertaken with
Date of starting Dissertation
7 Progress report : A brief note

reflecting ,Number of meeting  Submitted synopsis.
with Guides, places visited,  Complete with firstchapter.
libraries visited, books referred,  Held regular meeting with guide.
meeting with persons, activities  Gathered information from magazines,
taken up, preparations done for internet and journals.
collection and analysis of data  Collected information about the
etc.,) company.
Website:-
www.qspiders.com
Date: 08.05.2019
Signature of the Candidate Signature of the College Guide

MBA Dissertation
2nd PROGRESS REPORT
Sl. Particulars
No.
1 Name of the Student Ganesh Yadav
2 Registration Number 17P6CMD049
3 Name of College Guide Asst. Professor:- MR. RAKESH T N
4 Name and contact no of the Co- -
Guide/External Guide
(Corporate)
5 Title of the Dissertation A Study on Effectiveness of Client Servicing
with Reference to QSPIDER.
6 Name and Address of the -
Company/Organization where
dissertation undertaken with
Date of starting Dissertation
7 Progress report : A brief note

reflecting ,Number of meeting  Submitted synopsis and 1st progress
with Guides, places visited, report.
libraries visited, books referred,  Complete with firstchapter.
meeting with persons, activities  Held regular meeting with guide.
taken up, preparations done for  Gathered information from magazines,
collection and analysis of data internet and journals.
etc.,)  Collected information about the
company.
 Completed 2nd, 3rd and 4th chapter.
 Collected primary data.
Website:-
www.qspiders.com
Date: 22.05.2019
Signature of the Candidate Signature of the College Guide

ANNEXURE
1. Age
 15-25
 25-35
 35-45
 45-55
 Above 55
2. Gender
 Male
 Female
3. Occupation
 Student
 Employed
 Self employed
 Retired
4. How many employees are working in Qspiders company?

 0-20
 2-50
 51-100
 101-1000
 More than 1000
5. How satisfied are you with regarding to time taken to process your request?
 Very satisfied
 Not satisfied
 Neutral
 Satisfied
 Highly satisfied

6. How satisfied are you with accurate process of your order?

 Very satisfied
 Not satisfied
 Neutral
 Satisfied
7. How satisfied are you with information we provide about you are request?
 Very satisfied
 Not satisfied
 Neutral
 Satisfied
8. How satisfied are you with are representatives friendly nature and courteous?
 Very satisfied
 Not satisfied
 Satisfied
 Neutral
9. How satisfied are you with understanding of are requirements?

 Very satisfied
 Not satisfied
 Satisfied
 Neutral
10. How satisfied are you with knowledge of our representative?

 Very satisfied
 Not satisfied
 Satisfied
 Neutral

11. How satisfied are you from the responsive given the us for your requirements?
 Very satisfied
 Not satisfied
 Satisfied
 Neutral
12. How satisfied are you with the quality of our services?
 Very satisfied
 Not satisfied
 Satisfied
 Neutral
13. How important is timely delivery of requirement us?

 Not at all important
 Sterility important
 Modality important
 Very important
 Highly important
14. How important is good communication skills for understanding the requirements?
 Very important
16. How important is it for our represent for understands your requirements?

 Very important

17. How do you prepare to communicate you are requirements with us?
 On E mail
 On telephone
 On our internal system
 In person
 Others
18. The amount information we provide about our requirements us?
 Too much
 Too little
 Just right
19. How do you interested know about our clients?
 Yes I want too

 I am interested but no
 Not interested
20. How often have a face difficult is in delivery of service?
 Always
 Some time
 Never
 Very often
 Rarely
21. How often have face issues regarding quality of service?
 Always
 Some time
 Never
 Very often
 Rarely

22. Have you face issue in understanding our requirements?
 Always
 Some time
 Never
 Very often
 Rarely
23. Have you face any issue regarding behavior from our representative?
 Always
 Some time
 Never
 Very often
 Rarely
24. How fast word the requirements closed?
 Immediately
 Some days
 Two to three days
 In week
 Never closed
25. Overall how must do you trust us in delivering your requirements?
 Completing
 Most of the time
 Some of the time
 Not a toll








WORK DONE DIARY
NO. of weeks Date Work carried Signature of guide
1 20/04/2019 Submitted synopsis
2 27/04/2019 Completed
questionnaire
3 20/05/2019 Collected Primary and

Analysis
4 08/06/2019 Submitted Draft to

Guide
5 15/06/2019 Submitted Project for

Approval

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“A STUDY ON EFFECTIVENESS OF CLIENT SERVICING WITH REFERENCE TO QSPIDER”

“A STUDY ON EFFECTIVENESS OF CLIENT SERVICING WITH REFERENCE TO

Submitted in partial fulfillment of requirement of

Community Institute of Management Studies

Community Institute of Management Studies, Bangalore Page 1

DECLARATION BY THE STUDENT

I hereby declare that the project report entitled “A STUDY ON EFFECTIVENESS OF

Bangalore GANESH YADAV

Date: REG NO: 17P6CMD049

Community Institute of Management Studies, Bangalore Page 2

I place my sincere thanks to Director, Dr. Mahesh Kumar K. R, Community Institute of

My sincere gratitude to Mr. Rakesh T N, Faculty, Community Institute of Management Studies

Bangalore GANESH YADAV

Date: REG NO: 17P6CMD049

Community Institute of Management Studies, Bangalore Page 3

2 INDUSTRY AND COMPANY PROFILE

4 DATA ANALYSIS AND DATA INTERPRETATION

5 FINDINGS, SUGGESTATIONS AND CONCLUSION

Community Institute of Management Studies, Bangalore Page 4

4 How many employees are working in Qspiders company?

5 How satisfied are you with regarding to time taken to

6 How satisfied are you with accurate process of your

7 How satisfied are you with information we provide about

8 How satisfied are you with are representatives friendly

9 How satisfied are you with understanding of are

Community Institute of Management Studies, Bangalore Page 5

10 How satisfied are you with knowledge of our

11 How satisfied are you from the responsive given the us

12 How satisfied are you with the quality of our services?

13 How important is timely delivery of requirement us?

14 How important is good communication skills for

15 How important is it for our represent for understand your

16 How do you prepare to communicate you are requirements with

17 The amount information we provide about our requirements us?

18 . How do you interested know about our clients?

19 How often have a face difficult is in delivery of service?

Community Institute of Management Studies, Bangalore Page 6

20 How often have face issues regarding quality of service?

21 Have you face issue in understanding our requirements?

22 Have you face any issue regarding behavior from our

23 How fast word the requirements closed?

24 Overall how must do you trust us in delivering your

Community Institute of Management Studies, Bangalore Page 7

SL. NO. TABLE TITLE PAGE NO.

4 How many employees are working in Qspiders company?

5 How satisfied are you with regarding to time taken to

6 How satisfied are you with accurate process of your

7 How satisfied are you with information we provide about

8 How satisfied are you with are representatives friendly

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9 How satisfied are you with understanding of are

10 How satisfied are you with knowledge of our

11 How satisfied are you from the responsive given the us

12 How satisfied are you with the quality of our services?

13 How important is timely delivery of requirement us?

14 How important is good communication skills for

15 How important is it for our represent for understand your

16 How do you prepare to communicate you are requirements with

17 The amount information we provide about our requirements us?

18 . How do you interested know about our clients?

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19 How often have a face difficult is in delivery of service?

20 How often have face issues regarding quality of service?

21 Have you face issue in understanding our requirements?