Reflecting on Skills Development in Customer Service: A Business Plan

Consulting in Practice

Table of Contents
INTRODUCTION ..........................................................................................................................3
Task 1- reflect on the process and evaluate your learning and your skills development.................3
Which skills have been developed or enhanced with the result of project?...........................3
What you know which was not known at the start of the business?......................................4
By which extent the level of confidence has been improved?..............................................4
How could the learning can be used for the future career?....................................................5
TASK 2 -Identify three skills which is required to be developed more and will be successful for
the business career...........................................................................................................................5
TASK 3- Key skills/ qualities that the job description in Appendix 1 requires from CV. .............7
Job Description.......................................................................................................................7
Personal Specification............................................................................................................8
CV...........................................................................................................................................9
CONCLUSION..............................................................................................................................10
References:.....................................................................................................................................11
Books and Journals...............................................................................................................11

INTRODUCTION
Customer service may be defined as the process of providing the best quality of services
to the customers as per their need. It is very important for the management of the business
organisation to identify the needs of the customers and the issues which are face by them (Oliver
and et. al., 2018). In the today's era, the customers service has reached beyond to the telephone
call . Now they are able to enjoy these services through emails, messages and video chats.
Customer service department is developed by the company management in managing the
problems of customers and resolve the complexities which are faced by them. Customers are
being considered as most important aspects of the company and if they are not satisfied with the
company products then its become their responsibility to satisfied them. The following report is
going is going to cover the skills which are developed and the things didn't known at the starting
of the project along with this, to what extent the level of confidence improved and how the
developed learning assist in the future career. This report also cover the action plan to fill the
skill gap along with the CV and personal specification.
Task 1- reflect on the process and evaluate your learning and your skills
development.
Which skills have been developed or enhanced with the result of project?
My job profile is the customer service provider in which I have to solve the problem as
well as the issues which are face by the customers by using the goods and services. Different
types of skills as well as knowledge has been developed by me within in myself during this
project which help me in making my career better. The skills which I have developed has been
discussed: -
 Active listening- active listening basically means, listen to the other person constantly
and understand that what they are saying and give them effective solution (Foerster, Tan
and Greiner, 2019). While working in this job profile effective listening has been
developed within me because I have to continuously paid attention in order to understand
that what the consumer trying to say. As I have good listening skill earlier but this job
help me more to evolve this skill within me.
 Communication: -communication skill is being considered as the most important skill
which is required in every field. In order to developed this skill an individual must have

to practice more and more. As a customer service provide I have to communicate with the
customer constantly which result in developing this skill within me.
 Problem solving skills: - this skill also been developed by me during this job profile. As
different types of problems are faced by the consumer related to the product (Agalawatta
Kaufmann and Malhi, 2020). By solving their issues and complexities within the less
time assist me in developing this skill within me. The development of this skill help in
handling the problems effectively.
 Time management: - I have to tackle various customer in a day with different types of
issues. So in order to tackle them I have to effectively manage my time give them
effective as fas as possible. The management of the customers quarries assist me in
developing this skill within me.
What you know which was not known at the start of the business?
At the initial stage I was not aware about the goods and services in which the firm deals
and in what quality of product they are giving to their customers. Entering to this job profile
assist me in getting full knowledge about the goods and services in which the company is dealing
and how to effectively use the online digital platform in order to improve the customer services.
As in the profile in which I am working it is very important for me to understand all these things
because with the help of this I can effectively solve the consume problem. At the starting of the
project I don't know about the power of social media but after working in this job profile I also
learn about the power of social media platform in order to attract the large base of customers and
give positive customer experience (Guo, 2018).
By which extent the level of confidence has been improved?
While working as customer service provider different types of skills has been developed
within me which increases my confidence to the huge extent level. As the initial stage I was very
nervous because of the low confidence but as the time goes I started taking responsibilities on
my shoulders and manage the customers problems in a very effective manner. As because of this
job profile communication as well as time management skill has been developed within through
with I can effectively communicate to any individual and give them effectual solution (Milea,
2020). I was very happy to realize that this boost my confidence.