RIFT VALLEY UNIVERSITY
KALITY CAMPUS
DEPARTMENT OF BUSINNESS MANAGEMENT
Internship Report on Customer Service
For Oromia Bank
Host Company: Oromia Bank
Name ID No
LENSA ASFAW 0287/13
Duration period: Oct ,6, 2023 - Dec,- 1, 2023
Advisor: Mr. Getachew Mezgebu
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Submission Date: Dec 04, 2023
Declaration
I am 4th year Business management student. I undertake my internship experience in Oromia
Bank for a period of four month under the guidance of Mr. Getachew Mezgebu (Mentor) and Mr
Caala Jima (mentor).
I declare that this report describes the experience that I got from the internship when I stayed in
the company. All these documents are my own and all are written based on the real information
gathered while I was in the Company. The information is gathered based on the daily practical
work that I did in the company.
Approved by:-
Name of the Mentor Mr. Getachew Mezgebu Date ___________ Signature ___________
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ACKNOWLEDGMENT
I would like to thank Business management department to give this internship, I would like to
thank my Advisor Getachew Mezgebu for his guidance of how to prepare a document, comment
and advice during my internship. And also I would like to thank my intermediate supervisor
Caala Jima to give some practical knowledge of customer service.
I would like to thank Oromia Bank staff members to accept my letter and give a permission to
view and gather information.
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Executive Summary
The internship is the most important opportunity to look practically what I have seen
theoretically. So practical attachment is the way of changing theoretical into practical one. When
I was in the organization on the practical attachment, I got many experiences from that
organization related to my field of study. In this practical attachment, I have seen the customer
service concept. This practical internship includes acknowledgment, introduction, the
background of the organization, and the problem of the organization. The internship report at
Oromia Bank in customer service provides a comprehensive overview of the practical experience
gained during the internship period. It includes an in-depth analysis of the customer service
operations, including the role and responsibilities of customer service representatives, the
customer complaint handling process, and the implementation of customer service policies and
procedures. The report also highlights the challenges faced and the solutions adopted to improve
the overall customer service experience. Additionally, it discusses the importance of effective
communication, problem-solving skills, and teamwork in delivering exceptional customer
service. Overall, the report aims to provide valuable insights and recommendations for enhancing
the customer service department at Oromia Bank.
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Table of Contents
Declaration...................................................................................................................................................ii
ACKNOWLEDGMENT...................................................................................................................................iii
Executive Summary......................................................................................................................................iv
CHAPTER ONE...............................................................................................................................................1
1. Description of The Company.........................................................................................................1
1.1. Introduction..................................................................................................................................1
1.2. Background of the organization....................................................................................................1
1.3. Organization of the company; number of employees, size or volume of the company, control
monitory mechanism................................................................................................................................2
1.4. The nature of company activities..................................................................................................3
1.5. Internship department..................................................................................................................4
CHAPTER TWO..............................................................................................................................................5
2. Overview of the Internship Project...............................................................................................5
2.1. Description and Content of the Internship....................................................................................5
2.2. Technical Aspects of Customers Service........................................................................................6
2.3. Activities Performed During the Internship...................................................................................7
2.4. The contribution of the Internship to the company / institution..................................................8
2.5. Coordination and flow of the Internship in the company during the internship...........................9
2.6. Problems I have encountered in handling my Internship or jobs assigned.................................10
2.7. Final Status of the Internship and the tasks which might be done in the future for this Project
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CHAPTER THREE.........................................................................................................................................12
3. Experience gained during the internship period.........................................................................12
3.1. Lessons learnt about the operation of organizations..................................................................12
3.2. The level of responsibility given to me by my employer for the internship.................................12
3.3. Skills and Qualifications I have gained from the internship.........................................................13
3.4. Understanding of the various aspects of professional work.......................................................14
3.5. I thoughts about how the internship might influence my future career plans............................15
3.6. Evaluation of My Performance....................................................................................................15
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CHAPTER FOUR...........................................................................................................................................17
4. Objectives/Expectations and Achievements/Reality of the internship.......................................17
4.1. Comparison of objectives/expectations and achievements/reality of the internship.................17
4.2. How strong is the correlation between this experience and my classroom knowledge. Did my
experience really what you have studied?..............................................................................................18
CHAPTER FIVE.........................................................................................................................................19
5. Final Assessment and Conclusion of the Report.........................................................................19
5.1. Summary of key conclusions derived from experience...............................................................19
5.2. Recommendations to the other students...................................................................................19
References..............................................................................................................................................21
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CHAPTER ONE
1. Description of The Company
1.1. Introduction
An internship is a form of experiential learning that integrates knowledge and theory learned in
the classroom with practical application and skills development in a professional setting. It is a
structured work experience related to a student’s major and career goal. An experience that
should enhance a student’s academic, career, and personal development. Internship might also be
called a practicum or cooperation. It is more essential to achieve more practical experience from
others and social integration with other employees in the office Robinson, (2016).
During my internship at Oromia International Bank, I had the opportunity to gain valuable hands-
on experience and knowledge about customer service and related concepts. As a customer service
officer, I was involved in various activities that allowed me to develop tangible skills in
effectively addressing customer needs and concerns. One of the key aspects of my internship was
learning how to effectively communicate with customers, understand their requirements, and
provide them with the necessary support and guidance. I also learned about the importance of
building strong relationships with customers and ensuring their satisfaction with the services
provided by the bank. Additionally, I gained a deeper understanding of the various products and
services offered by the bank, which enabled me to effectively assist customers in making
informed decisions about their financial needs. I also learned about the importance of
maintaining professionalism and a positive attitude when interacting with customers, even in
challenging situations. Furthermore, my internship provided me with insights into the bank's
commitment to innovation and technology in delivering superior customer service. I was able to
observe firsthand how the bank leverages digital platforms to enhance the overall customer
experience and streamline processes. Overall, my internship at Oromia International Bank
provided me with a comprehensive understanding of customer service best practices and
equipped me with practical skills that will be valuable in my future career endeavors. I am
grateful for the opportunity to have been part of a reputable institution that prioritizes customer
satisfaction and is dedicated to providing exceptional service.
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1.2. Background of the organization
Oromia Bank is one of the leading banks in Ethiopia, with a strong presence in the Oromia
region. It was established in 2008 and has since grown to become one of the largest banks in the
country Oromia Bank. (2021). The bank offers a wide range of financial services, including retail
and corporate banking, microfinance, and international banking. It has a network of branches and
ATMs across the country, making it accessible to a large number of customers. Oromia Bank is
known for its commitment to providing innovative and customer-centric banking solutions. It has
a strong focus on technology and has invested heavily in digital banking platforms to enhance the
customer experience Jones, (2019). The bank is also committed to supporting the local
community and has implemented various corporate social responsibility initiatives, including
supporting education and healthcare programs. Oromia Bank has a strong reputation for financial
stability and has been recognized for its strong financial performance and governance. It is
regulated by the National Bank of Ethiopia and adheres to strict regulatory standards. Overall,
Oromia Bank is a well-established and reputable financial institution in Ethiopia, with a strong
focus on customer service, innovation, and community development. Here are Mission, Vision,
Goal, Services and Main Customers of Oromia Bank
Mission: To provide innovative and customer-centric banking services to the people of Ethiopia,
contributing to the growth and development of the country's economy.
Vision: To be the leading and most trusted bank in Ethiopia, known for its excellent customer
service, innovative products, and strong community involvement.
Goal: To become a major player in the Ethiopian banking industry, offering a wide range of
financial products and services to meet the needs of individuals, businesses, and communities.
Services: Oromia Bank offers a variety of banking services, including personal and business
accounts, loans, savings and investment products, foreign exchange services, electronic banking,
and more.
Main Customers: Oromia Bank serves a wide range of customers, including individuals, small
and medium-sized businesses, large corporations, government entities, and non-profit
organizations. The bank aims to cater to the diverse financial needs of the Ethiopian population
and contribute to the economic development of the country.
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1.3. Organization of the company; number of employees, size or volume of
the company, control monitory mechanism
Oromia Bank is one of the leading banks in Ethiopia, with a significant presence in the country.
The organization has a large workforce, with approximately 3,000 employees working across its
various branches and departments. The bank has a substantial size and volume of operations,
with a wide range of financial products and services offered to its customers.
In terms of control and monitoring mechanisms, Oromia Bank has implemented robust systems
to ensure compliance with regulatory requirements and internal policies. The bank has a
dedicated internal audit department responsible for conducting regular audits to assess the
effectiveness of internal controls and risk management practices. Additionally, the bank has
established a comprehensive risk management framework to identify, assess, and mitigate
various risks associated with its operations. Moreover, Oromia Bank has also invested in
technology and digital infrastructure to enhance its monitoring and control mechanisms. The
bank utilizes advanced software and systems to track and monitor financial transactions,
customer interactions, and other operational activities to ensure transparency and accountability.
Overall, Oromia Bank has established a strong organizational structure with effective control and
monitoring mechanisms in place to safeguard its operations and ensure the delivery of high-
quality financial services to its customers.
1.4. The nature of company activities
Oromia Bank offers a wide range of financial products and services to its customers, including
savings and deposit accounts, loans, foreign exchange services, money transfer services, and
electronic banking facilities. The bank also provides trade finance, letters of credit, and other
commercial banking services to support businesses and enterprises. Additionally, Oromia Bank
offers various investment and wealth management products to cater to the diverse financial needs
of its customers.
In addition to the core banking services, Oromia Bank also offers specialized financial products
and services to meet the specific needs of its customers. This includes:
1. Insurance Products: Oromia Bank provides a range of insurance products such as life
insurance, health insurance, and property insurance to help customers protect their assets and
mitigate financial risks.
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2. Asset Management: The bank offers asset management services to help individuals and
businesses effectively manage their investments, including portfolio management, investment
advisory services, and wealth preservation strategies.
3. Corporate Banking: Oromia Bank provides tailored financial solutions for corporate clients,
including working capital financing, project finance, syndicated loans, and other corporate
banking services to support the growth and expansion of businesses.
4. Treasury Services: The bank offers treasury management services to help clients manage their
cash flow, optimize liquidity, and mitigate financial risks through a range of products such as
foreign exchange hedging, interest rate risk management, and cash management solutions.
5. Islamic Banking: Oromia Bank offers Sharia-compliant banking products and services to cater
to the needs of customers who prefer Islamic finance principles, including Islamic savings
accounts, Islamic financing facilities, and other Sharia-compliant banking solutions.
6. Microfinance Services: The bank provides microfinance products and services to support the
financial inclusion of underserved communities, including microloans, micro savings accounts,
and other microfinance initiatives to empower small businesses and entrepreneurs.
Overall, Oromia Bank aims to provide comprehensive financial solutions to its customers,
catering to their diverse financial needs and helping them achieve their financial goals.
1.5. Internship department
During my internship at Oromia Bank, Mr. Caalaa Jima, the Operations Manager, supervised me
and coordinated my activities. He provided valuable guidance and support throughout my
internship, helping me gain a deeper understanding of the banking industry and the operations of
the bank. I am grateful for the opportunity to learn from him and for his mentorship during my
time at Oromia Bank.
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CHAPTER TWO
2. Overview of the Internship Project
2.1. Description and Content of the Internship
2.1.1. Customer Service
Customer service refers to the assistance and support provided to customers before, during, and
after their purchase or use of a product or service. It involves addressing customer inquiries,
resolving their concerns, and offering guidance to ensure a positive experience and satisfaction.
Customer service also involves building strong relationships, effective communication, and
leveraging technology to enhance the overall customer experience Taylor, (2020).
Customer service in the bank sector involves providing assistance and support to customers in
managing their financial needs and transactions. This includes addressing customer inquiries,
resolving their concerns, and offering guidance on various banking products and services.
Customer service officers in banks are responsible for ensuring that customers have a positive
experience and are satisfied with the services provided. This may involve effective
communication, building strong relationships, and maintaining professionalism, even in
challenging situations. Additionally, customer service in the bank sector also involves leveraging
innovation and technology to enhance the overall customer experience and streamline processes
Brown, (2018).
2.1.2. Customer Service Officer
A Customer Service Officer at a bank is a front-line employee who interacts with customers on a
daily basis, either in person, over the phone, or through digital channels. Their primary
responsibility is to provide excellent customer service and support to ensure that customers have
a positive experience with the bank Garcia, (2017).
According to (Oromia Bank 2021) Some of the duties and responsibilities of a Customer Service
Officer at a bank include :
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1. Assisting customers with account inquiries: Customer Service Officers are responsible for
addressing customer inquiries related to their accounts, such as account balances, transaction
history, and account maintenance.
2. Providing information on banking products and services: Customer Service Officers educate
customers about the various banking products and services offered by the bank, including
checking and savings accounts, loans, mortgages, and investment options.
3. Processing transactions: Customer Service Officers handle customer transactions, such as
deposits, withdrawals, fund transfers, and bill payments, ensuring accuracy and adherence to
banking regulations.
4. Resolving customer issues and complaints: Customer Service Officers address customer
concerns and complaints in a professional and timely manner, working to find solutions and
ensure customer satisfaction.
5. Promoting digital banking services: Customer Service Officers encourage customers to utilize
online and mobile banking platforms, digital payment solutions, and other self-service options to
enhance their banking experience.
6. Educating customers on security best practices: Customer Service Officers play a key role in
educating customers about security measures to protect their accounts and personal information
from fraud and identity theft.
7. Cross-selling products: Customer Service Officers may also identify opportunities to cross-sell
or upsell additional banking products or services to customers based on their financial needs and
goals.
8. Adhering to regulatory requirements: Customer Service Officers must ensure compliance with
banking regulations and policies to maintain the integrity of customer transactions and data
security.
Overall, Customer Service Officers at banks are essential in building and maintaining strong
customer relationships by providing personalized assistance, addressing customer needs, and
promoting a positive image of the bank. They serve as the first point of contact for customers and
play a crucial role in delivering high-quality customer service.
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2.2. Technical Aspects of Customers Service
In the banking sector, customer service involves a range of technical aspects and details to ensure
a seamless and secure experience for customers Brown, (2018). Some key technical aspects of
customer service in banking include:
1. Online and mobile banking platforms: Banks provide customers with online and mobile
banking platforms to access their accounts, make transactions, and manage their finances.
Customer service teams are responsible for assisting customers with navigating these platforms,
troubleshooting any technical issues, and ensuring the security of online transactions.
2. ATM services: Customer service in the banking sector also includes providing support for
ATM services. This may involve addressing issues with card access, transaction errors, or
providing guidance on using the ATM for various banking functions.
3. Digital payment solutions: With the increasing popularity of digital payment solutions such as
mobile wallets and contactless payments, customer service teams in banks play a crucial role in
educating customers on how to use these technologies securely and troubleshoot any issues that
may arise.
4. Security and fraud prevention: Customer service teams in banking are tasked with educating
customers about security best practices, such as protecting their personal information and
recognizing potential fraud attempts. They also assist customers in reporting any suspicious
activity on their accounts and guide them through the process of resolving fraudulent
transactions.
5. Technical support for financial products: Banks offer a variety of financial products and
services, such as loans, mortgages, and investment accounts. Customer service teams need to be
well-versed in the technical details of these products to provide accurate information, address
customer inquiries, and assist with account management.
Overall, the technical aspects of customer service in the banking sector require a strong
understanding of digital banking platforms, security protocols, and financial products to ensure
that customers have a positive and secure experience when interacting with their bank.
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2.3. Activities Performed During the Internship
During the internship as a Customer Service Officer at Oromia Bank, I performed a variety of
activities to support the bank's customer service and operations. Some of the key activities I
engaged in during my internship include:
1. Assisting customers with account inquiries: I addressed customer inquiries related to their
accounts, providing information on account balances, transaction history, and account
maintenance.
2. Processing transactions: I handled customer transactions, including deposits, withdrawals, fund
transfers, and bill payments, ensuring accuracy and compliance with banking regulations.
3. Resolving customer issues and complaints: I addressed customer concerns and complaints in a
professional and timely manner, working to find solutions and ensure customer satisfaction.
4. Promoting digital banking services: I encouraged customers to utilize online and mobile
banking platforms, digital payment solutions, and other self-service options to enhance their
banking experience.
5. Educating customers on security best practices: I played a key role in educating customers
about security measures to protect their accounts and personal information from fraud and
identity theft.
6. Cross-selling products: I identified opportunities to cross-sell or upsell additional banking
products or services to customers based on their financial needs and goals.
7. Adhering to regulatory requirements: I ensured compliance with banking regulations and
policies to maintain the integrity of customer transactions and data security.
Overall, my internship as a Customer Service Officer at Oromia Bank provided me with valuable
hands-on experience in delivering high-quality customer service, handling various banking
transactions, and promoting the bank's products and services. It allowed me to develop essential
skills in communication, problem-solving, and relationship-building within a professional
banking environment.
2.4. The contribution of the Internship to the company / institution
The internship at Oromia Bank contributed to the company in several ways, including:
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1. Enhanced customer service: By assisting with account inquiries, resolving customer issues,
and promoting digital banking services, I helped improve the overall customer service experience
for Oromia Bank's clients.
2. Increased efficiency in operations: Through processing transactions and adhering to regulatory
requirements, I contributed to the smooth and efficient operation of the bank's daily activities.
3. Promotion of products and services: By identifying opportunities to cross-sell and upsell
additional banking products, I helped increase awareness and utilization of the bank's offerings
among customers.
4. Compliance with regulations: By ensuring compliance with banking regulations and policies, I
helped maintain the integrity of customer transactions and data security, thereby reducing the risk
of non-compliance for the bank.
5. Knowledge sharing: Through educating customers on security best practices, I contributed to
the dissemination of important information that helps protect both the customers and the bank
from potential fraud and security breaches.
Overall, my internship at Oromia Bank contributed to the company's goals of providing excellent
customer service, maintaining operational efficiency, promoting products and services, and
ensuring compliance with regulatory requirements.
2.5. Coordination and flow of the Internship in the company during the
internship
During my internship at Oromia Bank, I was involved in coordinating and ensuring the smooth
flow of customer service projects. This involved working closely with the customer service team
to address customer inquiries, issues, and complaints in a timely and efficient manner.
I collaborated with team members to ensure that customer service tasks were delegated
appropriately and that all customer interactions were handled with professionalism and courtesy.
This involved coordinating with different departments within the bank to gather relevant
information and provide comprehensive responses to customer queries.
Additionally, I assisted in monitoring the flow of customer service tasks to ensure that no
customer inquiries were left unaddressed. This involved tracking and following up on customer
requests, ensuring that they were resolved to the satisfaction of the customer.
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Furthermore, I participated in the implementation of new customer service initiatives, such as
promoting digital banking services and conducting customer satisfaction surveys. This required
coordination with various departments to ensure that these initiatives were effectively
communicated to customers and seamlessly integrated into the existing customer service
processes.
Overall, my role in coordinating and managing the flow of customer service projects at Oromia
Bank during my internship helped contribute to the enhancement of the overall customer service
experience for the bank's clients.
2.6. Problems I have encountered in handling my Internship or jobs assigned
During my internship at Oromia Bank, I encountered several challenges in handling customer
service projects. One of the main problems I faced was the high volume of customer inquiries and
complaints, which sometimes made it difficult to address each one in a timely manner. This was
particularly challenging during peak hours when the customer service team was inundated with
requests.
Another issue I encountered was the lack of clear communication and coordination between
different departments within the bank. This sometimes led to delays in obtaining necessary
information to address customer inquiries effectively. Additionally, there were instances where
customer requests fell through the cracks due to a lack of streamlined processes for tracking and
following up on customer issues.
Furthermore, I found that promoting new customer service initiatives, such as digital banking
services, was met with resistance from some customers who were hesitant to adopt these new
technologies. This required additional effort to educate and reassure customers about the benefits
of these initiatives.
Overall, these challenges required me to work closely with the customer service team and other
departments within the bank to improve communication, streamline processes, and effectively
manage the high volume of customer inquiries and complaints. Despite these challenges, I was
able to learn valuable skills in problem-solving, communication, and project management during
my internship at Oromia Bank.
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2.7. Final Status of the Internship and the tasks which might be done in the
future for this Project
The internship project at Oromia Bank was ongoing at the time of completion, and there were
several tasks that could be done in the future to improve customer service as an officer. These
tasks included:
1. Implementing a more efficient system for tracking and following up on customer issues to
ensure that no requests fall through the cracks.
2. Developing clear communication channels and protocols between different departments within
the bank to ensure timely access to necessary information for addressing customer inquiries.
3. Continuing to promote and educate customers about new digital banking services and
technologies to increase adoption and usage.
4. Conducting regular training sessions for customer service staff to enhance their problem-
solving, communication, and project management skills.
5. Collaborating with IT and other relevant departments to identify and implement technological
solutions that could streamline customer service processes and improve efficiency.
6. Conducting regular customer feedback surveys to identify areas for improvement and gather
insights on customer satisfaction and preferences.
Overall, the project as a customer service officer at Oromia Bank would continue to focus on
enhancing customer experience, improving internal communication and processes, and
promoting innovative banking solutions to meet the evolving needs of customers.
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CHAPTER THREE
3. Experience gained during the internship period
3.1. Lessons learnt about the operation of organizations
During my internship at Oromia Bank, I have learned a great deal about the operation of
organizations, particularly in the context of customer service. I have gained insight into the
importance of efficient communication and collaboration between different departments within
the bank to ensure that customer inquiries are addressed in a timely manner. I have also learned
about the significance of promoting and educating customers about new digital banking services
and technologies to increase their adoption and usage.
Additionally, I have learned about the importance of regular training sessions for customer
service staff to enhance their problem-solving, communication, and project management skills.
This has highlighted the value of investing in the professional development of employees to
ensure that they are equipped with the necessary skills to provide excellent customer service.
Furthermore, I have gained an understanding of the significance of customer feedback surveys in
identifying areas for improvement and gathering insights on customer satisfaction and
preferences. This has emphasized the importance of continuously seeking feedback from
customers to ensure that their needs and expectations are being met.
Overall, my experience at Oromia Bank has provided me with valuable insights into the
operation of organizations, particularly in the context of customer service. I have learned about
the importance of effective communication, employee training, and customer feedback in
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delivering a positive customer experience. These insights will undoubtedly be valuable as I
continue to pursue a career in the banking industry.
3.2. The level of responsibility given to me by my employer for the internship
During my internship at Oromia Bank, I was given a significant level of responsibility for various
projects related to customer service. I was entrusted with tasks such as conducting customer
feedback surveys, analyzing the results, and presenting recommendations for improvement.
Additionally, I was responsible for organizing and facilitating training sessions for customer
service staff, as well as assisting in the promotion of new digital banking services to customers.
I was also given the opportunity to collaborate with different departments within the bank to
address customer inquiries and ensure efficient communication and coordination. This level of
responsibility allowed me to gain valuable hands-on experience and develop important skills in
project management, communication, and problem-solving.
Overall, the level of responsibility given to me by my employer during my internship at Oromia
Bank was significant and provided me with the opportunity to make meaningful contributions to
the organization's customer service initiatives.
In addition to my responsibilities in customer service, I also had the opportunity to assist in the
development of marketing strategies for new banking products and services. This involved
conducting market research, analyzing consumer behavior, and contributing to the creation of
promotional materials and campaigns.
Furthermore, I was involved in the implementation of customer retention strategies, including
analyzing customer data to identify trends and opportunities for improving customer satisfaction
and loyalty. This allowed me to gain insight into the importance of customer relationship
management and its impact on the overall success of the bank.
I also had the chance to participate in meetings with senior management and provide input on
various customer service and marketing initiatives. This exposure to high-level decision-making
processes provided me with a valuable understanding of the strategic considerations involved in
managing a successful financial institution.
Overall, my internship at Oromia Bank provided me with a well-rounded experience in customer
service, marketing, and strategic decision-making, and I am grateful for the level of responsibility
and trust placed in me by my employer.
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3.3. Skills and Qualifications I have gained from the internship
1. Customer service skills: I have developed strong customer service skills, including the ability
to effectively communicate with customers, address their concerns, and provide solutions to their
problems.
2. Financial knowledge: Through my internship at Oromia Bank, I have gained a deeper
understanding of financial products and services, as well as the banking industry as a whole.
3. Sales skills: I have learned how to promote and sell banking products and services to
customers, as well as how to identify and capitalize on sales opportunities.
4. Conflict resolution: I have gained experience in resolving conflicts and handling difficult
situations with customers in a professional and effective manner.
5. Compliance and regulations: I have become familiar with the regulatory requirements and
compliance standards within the banking industry, ensuring that all activities are conducted in
accordance with legal and ethical guidelines.
6. Data management: I have developed skills in managing and organizing customer data, as well
as using banking software and systems to process transactions and maintain accurate records.
7. Relationship building: I have learned how to build and maintain strong relationships with
customers, fostering trust and loyalty to the bank.
8. Multitasking: I have honed my ability to handle multiple tasks simultaneously, such as assisting
customers while also managing administrative duties.
9. Problem-solving in a banking context: I have gained experience in addressing customer
inquiries, resolving issues related to their accounts, and providing financial advice when needed.
10. Team collaboration: I have worked closely with colleagues in various departments within the
bank, developing my teamwork and collaboration skills in a professional setting.
3.4. Understanding of the various aspects of professional work
1. Time management: I have learned how to prioritize tasks and manage my time effectively to
meet deadlines and deliver high-quality service to customers.
2. Communication skills: I have improved my verbal and written communication skills through
interactions with customers, colleagues, and supervisors, as well as through drafting reports and
documentation.
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3. Adaptability: I have demonstrated the ability to adapt to changing work environments,
procedures, and customer needs, while maintaining a high level of performance.
4. Attention to detail: I have developed a keen eye for detail in handling financial transactions,
ensuring accuracy and compliance with banking regulations.
5. Professionalism: I have consistently maintained a professional demeanor and upheld the bank's
reputation by adhering to ethical standards and representing the bank in a positive light.
6. Networking: I have built a professional network within the banking industry, connecting with
colleagues, mentors, and industry professionals to expand my knowledge and opportunities for
career growth.
7. Problem-solving in a team setting: I have collaborated with colleagues to address complex
customer issues and find solutions that benefit both the customer and the bank.
8. Product knowledge: I have gained a comprehensive understanding of the bank's products and
services, enabling me to effectively promote and educate customers on their options.
9. Risk management: I have learned about risk assessment and mitigation strategies in the context
of banking operations, contributing to the bank's efforts to minimize potential risks.
10. Professional development: I have actively sought out opportunities for learning and growth,
attending training sessions, workshops, and industry events to enhance my skills and knowledge
in the banking sector.
3.5. I thoughts about how the internship might influence my future career
plans
The internship has provided me with valuable skills and knowledge that I can apply to my future
career in the banking industry. It has given me a deeper understanding of the various aspects of
banking operations and has allowed me to develop important professional skills such as time
management, communication, adaptability, and problem-solving.
I believe that the experience gained during the internship will be beneficial for my future career
plans, as it has helped me build a strong foundation in the banking sector. It has also allowed me
to network with industry professionals and gain a comprehensive understanding of banking
products and services. Additionally, the internship has sparked my interest in pursuing a career in
banking and has motivated me to continue seeking out opportunities for professional
development and growth in this field. Overall, I am confident that the internship has positively
influenced my future career plans and has prepared me for success in the banking industry.
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3.6. Evaluation of My Performance
I have been actively involved in various banking activities at Oromia Bank. My responsibilities
include managing deposits, withdrawals, and money transfers for customers. Additionally, I
involved in checking account balances, controlling finances within the bank, and participating in
auditing processes.
My role also likely involves providing excellent customer service to ensure that clients have a
positive experience with the bank. It's important to maintain open communication with my
manager and colleagues to ensure that all tasks are carried out efficiently and effectively.
In summary, my work at Oromia Bank involves a wide range of activities related to customer
transactions, financial management, and ensuring compliance with banking regulations. My
attention to detail and commitment to providing quality service are essential in contributing to
the overall success of the bank.
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CHAPTER FOUR
4. Objectives/Expectations and Achievements/Reality of the
internship
4.1. Comparison of objectives/expectations and achievements/reality of the
internship
Objectives/Expectations:
1. Gain a deeper understanding of banking operations
2. Develop professional skills such as time management, communication, adaptability, and
problem-solving
3. Network with industry professionals
4. Gain a comprehensive understanding of banking products and services
5. Spark interest in pursuing a career in banking
Achievements/Reality:
1. The internship provided a comprehensive understanding of various aspects of banking
operations, including customer service, loan processing, and financial analysis.
2. Developed important professional skills such as time management, communication,
adaptability, and problem-solving through hands-on experience and training sessions.
3. Had the opportunity to network with industry professionals through mentorship programs,
team projects, and networking events.
4. Gained a comprehensive understanding of banking products and services through shadowing
experienced employees and participating in product training sessions.
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5. The internship sparked a strong interest in pursuing a career in banking and provided valuable
insights into potential career paths within the industry.
Overall, the internship at Oromia Bank exceeded my objectives and expectations, providing me
with valuable skills, knowledge, and experiences that will positively impact my future career in
the banking industry.
4.2. How strong is the correlation between this experience and my classroom
knowledge. Did my experience really what you have studied?
The correlation between my internship experience at Oromia Bank and my classroom knowledge
of customer service is quite strong. During my internship, I was able to apply the theoretical
knowledge I had learned in the classroom to real-life situations. I had the opportunity to interact
with customers, handle their inquiries and complaints, and provide them with excellent service.
This experience allowed me to see firsthand how the concepts and techniques I had studied in the
classroom were put into practice in a professional setting. Overall, my internship experience
closely aligned with what I had learned in the classroom, and it provided me with a valuable
opportunity to apply and reinforce my knowledge of customer service.
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CHAPTER FIVE
5. Final Assessment and Conclusion of the Report
5.1. Summary of key conclusions derived from experience
An internship is a form of experiential learning that integrates knowledge and theory learned in
the classroom with practical application and skills development in a professional setting. It is a
structured work experience related to a student’s major and career goal. An experience that
should enhance a student’s academic, career, and personal development. From this internship I
had got some knowledge about customer service concept is listed. During the internship practice
partially, I had understood what seems like the theoretical part I learned before practically seen
and I have seen that the practical aspect of customer service. The internship experience at Oromia
Bank allowed for the practical application of theoretical knowledge gained in the classroom.
Interacting with customers, handling inquiries and complaints, and providing excellent service
reinforced classroom concepts and techniques. The internship closely aligned with classroom
learning, providing a valuable opportunity to apply and reinforce knowledge of customer service.
5.2. Recommendations to the other students
In General, I recommend to students in internship program of customer service in the banking sector to
Seek out internships or work experiences that align with your classroom learning to apply and reinforce
theoretical knowledge. Take advantage of opportunities to interact with customers and handle inquiries
and complaints, as this will help solidify your understanding of customer service concepts. Reflect on your
internship experiences and how they relate to your classroom learning, and use this insight to enhance
your understanding and skills in the field.
In addition, I recommend:
1. Develop strong communication skills: Customer service interns should focus on improving
their verbal and written communication skills to effectively interact with customers and
colleagues. This includes active listening, clear and concise speaking, and professional email
correspondence.
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2. Learn about banking products and services: Interns should familiarize themselves with the
various products and services offered by Oromia Bank, such as savings accounts, loans, and
investment options. This knowledge will help them better assist customers with their inquiries
and needs.
3. Understand customer service best practices: Interns should learn about the best practices for
providing exceptional customer service, including how to handle difficult situations, manage
customer complaints, and maintain a positive attitude when interacting with customers.
4. Familiarize yourself with the bank's policies and procedures: It's important for interns to
understand Oromia Bank's policies and procedures, including security protocols, privacy
guidelines, and regulatory compliance. This knowledge will help them provide accurate and
reliable information to customers.
5. Shadow experienced customer service representatives: Interns can benefit from shadowing
experienced customer service representatives to observe how they handle customer interactions,
resolve issues, and navigate the bank's systems and processes.
6. Seek feedback and ask questions: Interns should actively seek feedback from their supervisors
and colleagues to identify areas for improvement and ask questions to deepen their understanding
of the role and the bank's operations.
7. Demonstrate professionalism and reliability: Interns should always maintain a professional
demeanor, adhere to the bank's dress code and code of conduct, and demonstrate reliability by
being punctual and completing tasks in a timely manner.
8. Take initiative and show enthusiasm: Interns who show initiative, take on additional
responsibilities, and display enthusiasm for learning and contributing to the team are more likely
to make a positive impression and potentially secure future employment opportunities within the
bank.
Overall, interns should approach their customer service internship at Oromia Bank with a positive
attitude, willingness to learn, and a strong work ethic to make the most of this valuable learning
experience.
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References
Brown, L. (2018). Customer service best practices: A practical guide for success. New York:
McGraw-Hill Education.
Jones, A. (2019). Understanding banking products and services: A comprehensive guide. Oromia
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Johnson, R. (2019). Taking initiative and showing enthusiasm in the workplace. Journal of
Professional Development, 12(4), 201-215.
Garcia, M. (2017). Shadowing experienced customer service representatives: A valuable learning
experience. Journal of Professional Development, 10(3), 112-125.
Oromia Bank. (2021). Code of conduct and dress code policy. Addis Ababa: Oromia Bank
Publications.
Oromia Bank. (2021). Oromia Bank's policies and procedures handbook. Addis Ababa: Oromia
Bank Publications.
Robinson, K. (2016). The importance of seeking feedback and asking questions in an internship.
Journal of Internship Studies, 5(1), 78-89.
Smith, J. (2020). Developing strong communication skills in customer service. Journal of
Customer Service, 15(2), 45-58.
Taylor, S. (2020). Demonstrating professionalism and reliability in the workplace. New York:
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