SUMMER INTERNSHIP PROJECT

Prachi Uttam Mehta

Summer Intern
Market Engineering Operations Division
PROJECT MENTOR

Mr. Avnish
Kumar
Upadhyay
 PROJECT DESCRIPTION
• To understand the buying behaviour and
pattern of customers and to promote and
pitch for Canon Care Pack as a Warranty
Extension Service of Camera and its
consumables, to the customers and convert
them to take up the warranty service
 METHODOLOGY
1) Preparing a pitch to converse with the customers
and try and convert them to take up the CarePAck
Warranty Service

2) Observe customers at the service center and also

observe the operations performed by the work
controllers.

3) Begin conversing with customers providing them

details about the CarePack prices and its terms and
conditions
4) Makes changes in the pitch after observing
customer behaviour and persona

5) Talk to customers over phone calls and also

providing them with offers and discounts on
warranty extension

6) Gaining experience about how to communicate

with customers a selling a service
 PROCESS

• 8-9 customers ( at MSC)

May, 2019
• 15-20 customers ( on call)
No. of customers spoken to per day

• 12-15 customers (at MSC)

June, 2019
• 15-20 customers ( on call)
No. of customers spoken to per day
• On my 2- month internship tenure I have
achieved the 140 % target in the month
of May-2019 and 130% in the month of
June-2019, for the CarePack Warranty
Service customer conversion.
 OTHER TASK PERFORMED

• Understanding the service delivery operations of Master Service

Center and providing meaningful insights and touch points where
improvements can be made in two phases.

• PHASE 1: When the product is deposited by the customer till it goes

to the Engineer.

• PHASE 2: When the product is repaired by the Engineer till it goes to

the rack and kept for ready to be delivered.
• Preparation of Job sheet for Camera/Lenses Deposit as well as
Delivery on Canon Management Portal under the guidance of Miss.
Sheetal More.
 After taking the product from customer , it should be preferrably
be put in a tray rather than directly handing it over to the
respective person, to avoid mishandling or breakage of products.

Feedback can be made mandatory in the form of emojis as a

part of billing service and can make use of tablet for the same.

For products which are SDF ( Same Day Fix) i.e to be repaired
urgently , should be labelled with a bright coloured marker to
mark it as urgent and fix it on priority basis.
OBSERVATIONS
There should be a separate bin kept for SDF repaired products.

Removal of unwanted bins should be done.

Product , once brought inside the MSC , is kept waiting on the

table
 Sticker should be printed with Model Name and No. avoid
usage of pen, due to smudging issue.

Manual writing on Call ID to search for products in the bin

can be avoided.

OBSERVATIONS Some plastic bags have printed names of engineers while

some plastics have manually written names.

CONTD.. Few customers experience issue in calling the service center

along with sometimes no call/ SMS received by customer
regarding readiness of their product.

Customers receive mail on prices without GST. Can confuse

them.

No clarity regarding tracking of no. of jobs assigned to each

engineer per day.
 MONSOON OFFER
DHAMAKA
Promoting the Customers
Monsoon Offer
No. of Converted:
Dhamaka for Customers Call ID:
converting the
rejected-for -service called : CD1900000918050
customers to get CD1900000929701
their product
repaired by CD1900000930141
providing them
80-90 customers
CD1900000898519
discounts.
CD1900000938979
CD1900000938603
LEARNINGS FROM CANON
Having worked at a reputed organization like
Canon India Private Limited, was an amazing
experience because it helped me hone my
communication skills and learnt to talk to
customers which is an important aspect as a part
of my curriculum.

Learnt to manage time and work and improved

on my interpersonal skills which will help me be a
better employee and a person in the coming
future
THANK YOU