Internship Report
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Customer Service Practice of Citizen Bank International Limited (Internship Report)


The overall internship period was fruitful. Being a part of one of Nepal’s best commercial banks for just 2 months, the intern got the opportunity to learn so many new things about banking and personality. Internee realized the importance of a banking system for a healthy economy of a country. Citizen Bank International Limited is one of the commercial banks with a vision of becoming the most trusted bank by providing dedicated support and service to customers. Its objective is to provide qualitative customer service through innovation and digitalization of human resources. CBL is committed to contributing directly or indirectly to the economic growth of the country by being a prominent player in the banking and financial sector. The Citizen Bank, Mangalpur provided the intern with a great opportunity to learn about their organization. Out of 8 weeks, the intern was placed in CSD for 7 weeks and the operational department for 1 week. So, we can say this study was mainly about the customer service function of the bank that deals directly with the customer’s inquiries, handling complaints, and service distribution. CBIL is able to maintain strong relationships with its customers through various customer-oriented products and services. A large part of this success is also attributed to the maintenance of relationships with the customer and other corporate houses and financial institutions. CSD has been a major source of attracting customers to the bank. The politeness of the employee at CSD while handling queries and complaints, the way of receiving deposits by the tellers, and the instant delivery of service plays a great role of importance in winning the heart of customer and driving them to be loyal to the bank and their services.

Finally, the intern was able to understand the importance of the banking system, how it works, how it feels to be a part of a bank, how to communicate with people, how to develop a new personality that suits the situation, the importance of versatility, etc. The internship provided the internee with proper guidelines about what should be done to achieve the best career in the banking sector.


Report Title: Customer Service Practice of Citizen Bank International Limited

Prepared By: Nirajan Shakya

Degree: Bachelor

Program: Bachelor of Business Administration (BBA)

Specialization: Banking and Finance

College: Birendra Multiple Campus

University: Tribhuvan University

Year: 2022


Customer Service Practice of Citizen Bank International Limited | Internship Report | 2022

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Note: This internship report (work experience article) was prepared by Mr. Nirajan Shakya for the partial fulfillment of the requirement for the degree of Bachelor of Business Administration (BBA). So, it is advised to use this report only for reference, or as guidance. Copying or practicing plagiarism is strictly forbidden.

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