i

EXPOLRING THE PRACTICES OF CUSTOMER SERVICE DEPARTMENT

OF SUBHAM AND PRABIN TRADERS PVT LTD
Imadol, Lalitpur

Submitted by
Anish Rana
Kanitpur Valley College
BBA 7th Semester
Exam Roll. No: 270966
PU Registration no: 065-2-2-01215-2017

Submitted to
Purbanchal University,
Faculty of Management,
in Partial Fulfillment of the requirements for the Degree of
Bachelor of Business Administration (BBA)

Kumaripati, Lalitpur
January, 2023
 ii

DECLARATION

I, Anish Rana, hereby declare that internship report entitled “Exploring the
Practices of Customer Service Department of Subham and Prabin Traders Pvt. Ltd.”
submitted to Kantipur Valley College, is my original work, done under the
supervision of Dr. Chetnath Panta, the facilitator of KVC, for the partial fulfillment of
the requirement for the Bachelor of Business Administration (BBA) degree of
Purbanchal University.

Anish Rana
BBA 7th Semester
PU Regd. No: 065-2-2-01215-2017
Date: December, 2022
 iii

ACKNOWLEDGEMENTS

Firstly, I would like to express my sincere regards to Mr. Prabin Mahat,

department head of customer service department Subham and Prabin Traders Pvt Ltd,
Imadol, for granting me the opportunity to perform my internship program in the
organization. I would also like to convey my gratitude to all the staff of Subham and
Prabin Traders for their unyielding support and guidance. They assisted and provided
me the related data for the completion of my report. I would also like to take this
opportunity to thank our respected supervisor, Dr. Chetnath Panta, for his valuable
guidance. The library staff of Kantipur Valley College also immensely assisted me by
providing the required materials for the report. I am grateful to Purbanchal University
for providing me the opportunity to have an internship, to acquire practical knowledge
on my chosen area of study. Before I conclude, I am extremely grateful to all the
people and my well-wishers who have directly and indirectly supported and motivated
me, as they also deserve the credit. I am really indebted to all for the support,
cooperation, and encouragement I have received.

Sincerely,
Anish Rana
BBA 7th Semester
Kantipur Valley College
 iv

EXECUTIVE SUMMARY

This internship report is prepared as requirement of the BBA program of

Purbanchal University. It is prepared on the basis of internship that I had done at
Subham and Prabin Traders of Imadol, Lalitpur where I was assigned to perform
various tasks. The internship program has helped me to better understand the
working culture and also acquired tactful managing skills. This report consists of
three chapters.
The first chapter consists of introduction, overview of the organization, brief
history, business volume, objectives of the study and its methodology, details of the
assigned work along with the problems encountered during fulfilling those assigned
work. Chapter two consists the data analysis of the data collected. And, the third
chapter contains the contribution of this internship program in knowledge gain and
some recommendation to the organization. Personal observation, questionnaire-based
survey and interviews has been applied in collecting the information. Then data are
presented in the pie charts that shows percentage of respondents about their response.
The major area of this report covers the customer service department,
basically focused on the product sales and the services provided by the organization.
It also provides the information about the consumer buying behavior and other
different aspects of sales of products.
 v

ABBREVIATION

BBA Bachelors in Business Administrations

Ltd Limited
PU Purbanchal University
Pvt Private
S&P Subham and Prabin Traders Pvt. Ltd.
KVC Kantipur Valley College
CG Chowdhary Group
 vi

TABLE OF CONTENTS

DECLARATION...........................................................................................................ii
ACKNOWLEDGEMENTS..........................................................................................iii
EXECUTIVE SUMMARY..........................................................................................iv
ABBREVIATION..........................................................................................................v
LIST OF FIGURES....................................................................................................viii
CHAPTER I...................................................................................................................1
INTRODUCTION......................................................................................................1
Business Volume........................................................................................................2
Nature of Organization..................................................................................................2
Vision.........................................................................................................................2
Mission.......................................................................................................................2
Objectives of the Subham and Prabin Traders...........................................................2
Number of Employees...................................................................................................2
Product and Services......................................................................................................2
1. Beers...................................................................................................................2
2. Wines..................................................................................................................3
3. Vodka..................................................................................................................3
4. Energy Drinks.....................................................................................................3
5. Delivery...............................................................................................................3
Objectives of the Study..................................................................................................3
Methodology..................................................................................................................3
Sources of Data..............................................................................................................4
Sources of Primary Data............................................................................................4
Sources of Secondary Data........................................................................................4
Observation................................................................................................................4
Functions of Concerned Department..........................................................................4
Customer Service Department...................................................................................4
Details of Assigned Work Responsibilities................................................................5
Problems Encountered during Fulfillment of Work Responsibilities........................5
CHAPTER II..................................................................................................................7
DATA ANALYSIS AND INTERPRETATIONS.....................................................7
Critical Analysis on the Theoretical Concepts Relating to Practical Experiences in
the Department...........................................................................................................7
SWOT Analysis..........................................................................................................8
 vii

Quantitative Analysis of Collected Data..................................................................10

CHAPTER III..............................................................................................................14
CONCLUSION AND RECOMMENDATION.......................................................14
Contribution of Internship in Knowledge Gain....................................................14
General Comments and Recommendations..........................................................14
REFERENCES............................................................................................................16
APPENDIX I...............................................................................................................17
For Customers..........................................................................................................17
For Employees..........................................................................................................17
APPENDIX II..............................................................................................................19
Questionnaire for SWOT Analysis..........................................................................19
Journal..........................................................................................................................20
 viii

LIST OF FIGURES

Figure 1: Provides the Best Quality Products..............................................................11

Figure 2: Receiving a fair wage for my work..............................................................11
Figure 3: Satisfaction rate of S&P’s customer services:..............................................12
Figure 4: Management's and employees' working relationships.................................13
 1

CHAPTER I

INTRODUCTION

Overview of the Organization

Subham and Prabin Traders was established on 31 shrawan,2076. It is located
in Imadol, Lalitpur. This company deals with the wholesale trading of liquors. Mostly,
it deals with the CG brewery and Gorkha brewery of Nepal. Besides it deals with
other consumable goods like energy drinks, wines, vodka and whiskey. Subham and
Prabin Traders is a well-known liquors trader in the Kathmandu Valley in a short
time.
Brief History
A trader is an individual who engages in the buying and selling of financial
assets in any financial market, either for themself or on behalf of another person or
institution. Kathmandu Valley has been one of the largest and important marketplaces
for trading of liquors. The mixed society, coupled with caste and multiple ethnic
results in extremely complex social behavior which results in consumptions of various
alcoholic products in the Kathmandu Valley. Most of the alcoholic and non-alcoholic
products circulate through this place. Hence, this was motive to start the liquor trading
business.
At the starting days it started selling various alcoholic products by picking up
orders from shops to shops and dealers. The starting days of this organization was
hard to sustain as the competition was very tough. As the time goes, with the hard
work and dedications of the team members the organization got well known and have
strong and wide customer base.
 2

Business Volume
Particulars Percentage %
Saroj Poudel 51.00
Prabin Mahat 29.00
Durga Karki 20.00
Source: Annual report of Subham and Prabin Traders (2020)
Nature of Organization
Subham and Prabin Trader is a profit-oriented wholesale business
organization. Its vision, mission and objectives are given below:
Vision
To be the best beverage wholesaler in all aspects as perceived by customers
and suppliers.
Mission
 To exceed our customers’ expectations:
 In the quality of products
 In quality of service
Objectives of the Subham and Prabin Traders
 To provide best quality product and services to the customers.
 To maintain good and long-term relationship with the customers.
 To perform business in an appreciative, honest and professional manner.
 To improve the customer service quality.
Number of Employees
Managing Director – 1
AGM-1
Accountant – 1
Marketing Officer – 2
Sales Person – 3
Carrier – 4
Thus, there are total of 12 staffs in this organization.
Product and Services
1. Beers
It provides various alcoholic products like Nepal Ice beer of CG
brewery and like Tuborg and Gorkha beers of Gorkha brewery at reasonable
price. It has those beers which are widely popular in Nepal.
 3

2. Wines
Good quality wines of various brands starting from different prices
ranges like Big Master, Robertson, Princess, Canvas, etc. are available.
3. Vodka
Various vodkas which are popular in Nepali alcoholic market like
8848, Excellent, Ruslan etc. are also available.
4. Energy Drinks
Energy drink like Red Blue is also available.
5. Delivery
This service provides the delivery of necessary alcoholic goods and
services to the venue where it charges some amount of money.
Objectives of the Study
One of the most important programs that PU offers in BBA syllabus of 7th
semester is the internship program. It helps in developing the necessary human
resource for the market. For me, S&P Traders was the best choice as it provided me
with the opportunity to gain valuable experience in customer service department.
During my three-month internship, I was able to gain a deeper understanding of the
customer service department and its various angle. It also helped me develop my
communication skills. The main objectives of this study are as follows:
 To investigate a corporate expansion plan.
 Analyze various possibilities that a firm may experience during its survival
phase.
 To cultivate entrepreneurial abilities.
 To make some suggestions to the organization.
 To do SWOT analysis.
Methodology
A method is a collection of procedures and techniques for data collection and
analysis. It is concerned with the research that is carried out. While conducting
research, we require methodology to collect data for inference and interpretation. It
aids in the analysis of data in order to determine the cause and effects of relationships
in order to determine how the company conducts its operations. Typically, it
encompasses concepts such as paradigm, theoretical model, phases and quantitative
and qualitative techniques as viewed by Irny (2005).
 4

Sources of Data
The lifeblood of a study is data and information. This research aims to
demonstrate the product's dynamism, which can aid the industry's long-term survival.
The data for this research was gathered mostly from two sources.
Sources of Primary Data
The first-hand data from S&P Traders are as follows:
 Conversation with owners and employees of the organization.
 Performing duties in S&P traders in customer service department.
 Journals kept throughout the internship.
 Client conversations that are structureless.
 Observation of working environment of the organization.
Sources of Secondary Data
While preparing this report, I took the support of following secondary sources of
data. They are as follows:
 Annual Report
 Catalogues, brochures and leaflets of the organization.
 Old files and records available of the organization.
Observation
During my internship, I was able to get both theoretical and practical
knowledge of commercial business. I was able to obtain practical experience and
adjust to the working atmosphere. I had the opportunity to meet with all of the
employees and learn about their backgrounds, as well as interact with a larger number
of clients and their purchasing habits. It also enabled me to get in-depth understanding
of the operation of various sales and marketing tactics, which greatly aided in the
development of my interpersonal abilities.
Functions of Concerned Department
There were different departments performing different activities in S&P
Traders. There were different departments such as Sales Department, Account
Department, Customer Service Department, and Marketing Department. Respectively,
I was placed in Customer Service Department.
Customer Service Department
 Answering questions about a company's products or services.
 Processing orders and transactions.
 5

 Resolving issues and troubleshooting technical problems.

 Delivering information about a company's offerings.
 Providing proactive customer outreach.
 Handling customer complaints.
 Collecting and analyzing customer feedback.
Details of Assigned Work Responsibilities
The majority of the operations I completed were related to the customer
service department. The company gave me the opportunity to learn about and
participate in numerous business tasks such as customer service finance, sales, and
marketing.
The following are some of the things I did during my internship:
 Answering questions about a company's products or services.
 Processing orders and transactions.
 Handling customers complaints.
 Building good relation with customers.
 Handling telephone calls.
 Sorting and filing the documents, forms etc.
 Collecting and analyzing customer feedback.
 Delivering information about a company's offerings.
Problems Encountered during Fulfillment of Work Responsibilities
Working at this organization as an intern presented a significant challenge for me.
While carrying out my tasks, I had to deal with various issues. The following are
some of the issues that I faced during my internship period:
1. Dealing with the angry customers is one of the major problems encountered
while working in customer service department.
2. Customer expectations are constantly changing. It makes difficult to deal with
them without knowing their expectations.
3. The product selection was wide, and it was tough for me to be familiar with all
of the product when some customers have queries about some particular
products.
4. Sometimes customers often end up frustrated after wasting time repeating
information, it means more time spent waiting for incoming calls or chats to
be answered.
 6

5. In Customer Service Department, due to the time limitation and busy schedule
of the employees also prevented internee from learning more about
organization and customers time to time.
6. There were similar products with different labels, and it was difficult for me to
distinguish between them when a consumer asked about the product.
 7

CHAPTER II

DATA ANALYSIS AND INTERPRETATIONS

Critical Analysis on the Theoretical Concepts Relating to Practical Experiences

in the Department
This report details the activities I participated in during my 3-month internship
at S&P Traders. The research that I conducted for this report has provided me with a
great knowledge in order to better understand the theoretical topics through practical
experiences that have helped in the exploration of real-world business scenarios.
Contingency Management Theory
Contingency Management Theory of Austrian psychologist Professor Fiedler,
F (1958) states that a person's leadership style is shaped by their life experiences, it is
extremely difficult, if not impossible, to alter. He concluded that leaders will be able
to exert more influence if they are able to have good relationships with employees.
According to Fiedler's idea, a leader's success depends on how well the context and
task matches their particular leadership style. As a result, contingent leaders
effectively apply their personal leadership style to the appropriate circumstance.
S&P Traders have been maintaining the organization as an open system that is
carefully managing to satisfy and balance internal needs to adapt to environmental
circumstances as the optimal course of action is contingent on the internal and
external situation. Its management is concerned with achieving alignment and good
fit, that is fit between the organization and its environment.
Human Relations Theory
Human relations theory was developed by Australian psychologist Elton Mayo
(1880–1949), who believed that a positive work environment and employee
motivation were essential for productivity. He also believed that money was not the
sole element in employee motivation. This theory emphasized that managers need to
pay closer attention to the wants and attitudes of their employees. Workers, or
employees, should not just be considered as production components but also as
human beings. The humanistic approach to managing people in an organization is
represented by human relations theory. It holds the opinion that encouraging
teamwork, employee participation, non-directive supervision, strong relationships
 8

between managers and employees, etc. are the main approaches to increase employee
motivation and productivity for the benefit of the entire organization.
The organization focuses on having effective workforce management by
fulfilling the need hierarchy of human resources. It treats employees not only as a
machine but as a part of factor of production. The organization helps to grow the
employee’s motivation to work and maintain work life balance.
As a result, theoretical concepts are virtually universally obeyed because they
are linked to practical activity and thinking. Practical expertise, as well as theoretical
knowledge, are extremely important in the customer service department.
SWOT Analysis
SWOT Analysis helps to identify Strengths, Weaknesses, Opportunities, and
Threats of an organization. Strength and weakness are the internal factors of the
company whereas opportunities and threats are external to the organization’s
environment. The primary objective of a SWOT analysis is to help organizations
develop a full awareness of all the factors involved in making a business decision.
Strengths:
 Location:
The manager states that one of the greatest strengths of any business is
to have a prime location. Prime location plays a significant role in the growth
and productivity of any business. The location of organization is at a crowded
place where people come and go all the time, the sale of products is much
higher and it would amplify the income and revenue stream.
In my observation, the organization has the best location in which an
organization can grow and survive. The flow of customer and wide locality is
the key strength of the business.
 Strong Customer Base:
According to manager, having a solid customer base is one of a
company's biggest assets. There are many peoples who consumes alcohol
products. Strong and loyal customer base of the organization helps for the
better growth of the organization.
Like the manager said the business have strong customer base and it
has the highest percentage of customer retention and the customers are fully
satisfied with the service of S&P Traders.
 9

 Marketing:
The manager states that marketing is also one of the important
strengths of an organization. Marketing plays a great role in the growth of any
business firms. It will be easier for the customers to know about the particular
product with the aid of the marketing.
In my experience, the organization relies only on person-to-person
marketing.
The business can grow with the help of online marketing and E-commerce
platform as well.
Weakness:
 Uncontrolled Credit:
The CSD head said that uncontrolled credit is one of the major
weaknesses of the organization. Most of the transactions are on credit basis
which sometimes makes difficulty in the collection of money from the market.
Like the manager said the trading business mostly relies in credit
terms. The credit cycle is said to be recovered in 21 days but the organization
has higher amount of credit default and the less communication with debtors
are the key reason of higher defaults.
 Small Store Size:
The manager said that the size of store also matters in an organization
along with the reputation. The storage size of the organization is small and
have less inventory, stocks of goods cannot be put more and other people
would go to other shops and stores nearby.
In my observation, the store is smaller in size and the storing is the key
problem in supply chain. The store size can be expanded in various other place
to remove the rigidity in faster supply.
Opportunities:
 Growth for investment:
The manager said that there are great opportunities for business
organization in the growth of investment. There is potential for boosting
investment by adding new alcoholic beverage items.
 10

In my experience, there is intense competition in the market and some

people with higher investment has wide range of market share. There is
opportunity for increasing investment and having larger customer range.
 Better Customer Service:
The manager stated that better customer service is proven to be proven
fruitful to an organization. If an organization can provide better customer
service, it can help in the better growth of the organization.
In my observation, the organization has better customer service, best
supply chain management and faster exchange and return policy that is the
best opportunity to grow in market.
Threats:
 Increase of competition:
The manager said that there are many similar wholesale organizations
which has become a great threat to an organization. Such organizations
provide great competition in terms of marketing and sales of products of the
organization.
Like the manager said there are uncountable similar business
organization which is doing unfair business practices and price competition
that poses the great risk for the organization.
 Political Instability:
The manager expressed his opinion that political instability has been
one of the greatest threats for business organization. The political instability
like strikes, lockdown, etc. hampers in the growth and development of an
organization.
Like the manager said that recent cancellation of Visit Nepal program,
Lockdown, restricting in gathering of people in social occasion has led in loss
of market share and growth in business.
Quantitative Analysis of Collected Data
The pie charts below represent the answers of S&P Traders customers
and employees to the statements linked in the appendix.
 11

Figure 1: Provides the Best Quality Products.

20%

55%
25%

agree strongly agree neutral

disagree strongly disagree

According to the pie chart above, 55% of customers agreed to

company’s products quality, 25% strongly agreed, and 20% disagreed with the
quality of products. There was no one who strongly disagreed with the
statement which demonstrates the company's strength.
When I asked one of the customers about the quality of the products
provided by the organization, he stated, “The products provided by the
organizations were of good quality and could be easily believed in terms of
quality of the products also there is no risk of getting fake and low-quality
products from the organization.”
Figure 2: Receiving a fair wage for my work.

5%
5%

25%

60%

agree strongly agree neutral

disagree strongly disagree
 12

The pie chart above depicts 60% of the employees agreed that they are
receiving a fair wage, while 10% of employees disagreed and 25% strongly
agreed to the statement. Specifically, 5% of employees elected to stay neutral.
None of the employees strongly disagreed.
When I questioned to one of the staff members about the wages being
paid fairly, he responded, “According to the job and their skill the wages he
have been receiving is very much fair. In the time of pandemic, the owner was
very polite and paid full wages even if there was no work.”
Figure 3: Satisfaction rate of S&P’s customer services:

10%

15%

60%
15%

agree strongly agree neutral

disagree strongly disagree

Customers' satisfaction with S&P’s services is depicted in the diagram

above. As shown, the majority of individuals are satisfied with the company's
services, accounting for 60% of the total, while customers who are unsatisfied
are 10%. Customers who strongly agreed with the services make up 15% of
the total, while 15% are neutral with the services offered.
When I questioned one of the customers about his satisfaction towards
the service provided by the organization, he stated, “I am totally satisfied with
the service provided by the organization and in case any product gets
damaged before delivering, they provide us the new product or try to solve the
problem as soon as possible.”
 13

Figure 4: Management's and employees' working relationships.

5%
10%

10%

55%

20%

agree strongly agree neutral

disagree strongly disagree

Above pie chart shows that 20% of the employees strongly agree to the
statement that there is a good relationship between the management and
employees. Again, 55% of them agreed to the statement whereas 10% of them
disagreed to the statement and 10 % of them were neutral to provide their
opinion. 5% of them strongly disagreed to the statement.
When I interviewed one of the employees about the relationship
between the management and the working staffs in the organization, he stated,
“The relationship between the management and the working staffs is very
good also there have been the great intimacy and fair relation between all the
working staffs and the management.”
 14

CHAPTER III

CONCLUSION AND RECOMMENDATION

Contribution of Internship in Knowledge Gain

This report was written in partial fulfillment of a requirement for the Bachelor
of Business Administration degree (BBA). To begin, I'd want to express my gratitude
to my college for providing me with the opportunity to perform an internship, as well
as Subham and Prabin Traders for providing me with a great work opportunity. It was
fascinating to gain more knowledge about the liquor industry.
The main focus of the study was on the many components of customer service
and costumer’s behavior. This research taught me about the value of time, the
importance of customers, timelines, and communication skills, among other things. In
addition, I learned the following things:
1. Value of time.
2. Communication skills.
3. Consider the customer's requirements.
4. Deal with a variety of consumers in different situations.
5. Proper scanning, photocopying, and printing of documents.
6. Knowledge about liquor business and different parties involved in this
business.
General Comments and Recommendations
I'd like to suggest some areas of enrichment for Subham and Prabin Traders based
on the analysis of the information and materials utilized to compile this report. They
are as follows:
 Provide additional capacity building opportunities:
In order for employees to feel encouraged and at ease, management
must keep a record of their behavior. Furthermore, the organization should
create various mental training programs in order to improve performance, as
staff may be physically fit but not mentally capable of dealing with pressure or
stress.
 15

 Increased promotional efforts:

This organization does not have a social media presence. Nowadays so
many people have mobile phones with them and are more active in social
medias, they should be used as a weapon to boost advertising operations. It
also raises the number of customers from various locations.
 Credits should be limited:
There should be a limited credit limit while performing any business
activities. Uncontrolled credit sometimes makes difficulty in the collection of
money from the market which hampers the organizations performance.
 16

REFERENCES

Fiedler, F. E. (1958) Leader Attitudes and Group Effectiveness, Urbana, IL:

University of Illinois Press.
Irny, S.I. & Rose, A.A. (2005). Designing a Strategic Information systems Planning
Methodology. Malaysian Institutes of Higher Learning Volume VI.
Mayo, E. (1933), The Human Problems of an Industrial civilization The Macmillan
company.
Subham and Prabin Traders Pvt. Ltd. (2020) Annual report. Author.
 17

APPENDIX I

Dear Respondent,
I'm Anish Rana, a BBA student, performing this study on Subham and Prabin
Traders in order to prepare a report titled "Exploring the Practices of Subham and
Prabin Traders’ Customer Service Department" as part of my Bachelor of Business
Administration degree requirements (BBA). I'd appreciate it if you could take a few
minutes to respond to the questions in the questionnaire. Your generous assistance
will be greatly appreciated.
For Customers
1. S&P traders provides the Best Quality Products.
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly Disagree
2. Suggestion of S&P company to friends, family, relatives, or neighbors.
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly Disagree
3. Satisfaction rate of S&P’s customer services.
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly Disagree
For Employees
4. S&P traders management's and employees' working relationships.
 Strongly agree
 Agree
 18

 Neutral
 Disagree
 Strongly Disagree
 19

APPENDIX II

Questionnaire for SWOT Analysis

Strengths:
• What is competitive advantage?
• What are your unique strategies?
• What do you do well?
Weaknesses:
• In what areas do you need to improve?
• What parts of your business are you losing money?
• Are there new target audiences you have the potential to reach?
Opportunities:
• What are your current goals that you are working into?
• Are there related products and services that provide an opportunity for your
business?
Threats:
• What obstacles have you faced so far?
• Are your competitors ahead of you?
• What is going on in the economy?
 20

JOURNAL

Day 1:
My first day as an intern with Subham and Prabin Traders, located in Imadol,
Lalitpur was on September 3rd, 2021. When I went to the organization for my
internship, everything was new to me, so I was both excited and nervous. I came at
the specified time of 10 a.m., exactly. I introduced myself to everyone in the
organization and I was instructed to be seated at front desk by the customer service
department supervisor. He instructed me to deal very gently and politely with the
customers. He showed me the various product available in the company and provided
in detail knowledge about those products throughout the day. In this way, I spent the
first day of my internship.
Day 15:
By this time, I had already been familiar with S&P’s operations and customer
management. Also, I was assigned to deal with customers accordingly depending the
customers’ needs and demands as different customers had different queries about the
products and services. I was instructed to keep the various documents and bills
properly and I was also taught to print and scan the provided documents. I also gained
knowledge on how to apply various stamps to official notices and documents. I
believed that I was progressing well, and I was eager to see what the upcoming days
holds. I was determined to work hard, assertive, and confident.
Day 30:
My internship at S&P had come to an end on this day. I was providing better
service and developing close relationships with my clients. I learned that a positive
relationship between a business and its clients promotes business growth. Since
everyone in this organization were so helpful, I really enjoyed working here. The fact
that my time as an intern was coming to an end made me both delighted and sad. But I
still had a lot to learn from this organization. S&P had aided my personal and
professional development.