logo

Report on Skills and Resposibility of Customer Service Advisory : Tesco

   

Added on  2020-06-04

13 Pages3794 Words28 Views
Employability Skills
Report on Skills and Resposibility of Customer Service Advisory : Tesco_1
Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Set of responsibilities and performance objectives of customer advisor.........................11.2 Evaluation of own effectiveness against defined objectives............................................21.3 Recommendations for improvement................................................................................21.4 Motivational techniques which is used for improving quality of performance................3TASK 2............................................................................................................................................32.1 Development of solutions relating to work-based problems............................................32.2 Communicate in a variety of styles and appropriate manner at various levels................42.3...........................................................................................................................................6Covered in Poster...................................................................................................................6TASK 3............................................................................................................................................63.1 Roles of people in a team and how they help to achieve shared goals.............................63.2 Analysis of team dynamics...............................................................................................63.3 Alternative ways to complete tasks and achieve team goals............................................7TASK 4............................................................................................................................................84.1 Tools and methods for developing solutions to problems...............................................84.2 Appropriate strategy for resolving a particular problem..................................................84.3 Potential impact of implementation of strategy on business............................................9CONCLUSION................................................................................................................................9REFERENCES..............................................................................................................................10.......................................................................................................................................................11
Report on Skills and Resposibility of Customer Service Advisory : Tesco_2
INTRODUCTIONThere are certain employability skills which are required to exist in a person as to makehim employable. They refers to a set of skills, knowledge and behaviour that is necessary forperforming specified type of job (Zaharim and et.al., 2010). They are also known as foundationalskills. Every organisation tries to recruit a person who can deliver an effective and efficientperformance. They look for skills which matches the job profile. This report is based on Tescowhich is a multinational general merchandise and grocery retailer headquartered in UK. Thisproject will state about different set of skills and responsibility of customer advisor. It will alsocover various time management and communication methods which can be used to manageorganisation. TASK 11.1 Set of responsibilities and performance objectives of customer advisorThere are certain responsibilities and performance objectives which are set for customeradvisor (de Guzman and Choi, 2013). They state about a person ability to achieve a level ofoutcome for a specified job. As a customer advisor in Tesco, there are certain responsibilitieswhich are handled by me:Handling consumers complaints: There are many issues which are faced by buyer whenthey visit the stores of Tesco and to solve those issues I have have been recruited. As aservice advisor I provide best solutions to their queries. This assist in gaining consumerloyalty and increases their satisfaction.Maintain relationship: This is the main responsibility of a customer a service advisor. Hehas to establish a relationship between consumer and organisation so that they can gaincustomer unconditional loyalty and commitment (Yuzainee, Zaharim and Omar, 2011). Provide information regarding various things: This is a major responsibility, as I have toprovide various type of information to all the customer who are in the stores to buydifferent products and services. Performance objectives: They are set on the basis of SMART targets.To understand the needs and wants of customer To sort their queries in a more efficient way.Reducing the time taken in clearing a customer by 1/3. 1
Report on Skills and Resposibility of Customer Service Advisory : Tesco_3
Taking feedbacks for making appropriate changes in the system.1.2 Evaluation of own effectiveness against defined objectivesPerformance objectives assist an individual in achieving different goals and objectives ina more efficient and effective manner (Wilton, 2011). A person has to keep on evaluatinghimself against the standards as to ensure that he has all the abilities at par with requirements.The main objective of a service advisor in Tesco is that he needs to handle various grievances ofcustomers and solve them to maintain their satisfaction level and loyalty towards organisation.Performance objectives set by individual includes various specified targets that are time bound,specific.Customer service advisor performance can be monitored with various methods. The basiccriteria set in Tesco is, the time taken in solving a issue, number of complaints, ability to performhis job, etc. the performance can be managed and monitoried in following way:Direct supervisionranking method is used as to rank various employees with each other. Reporting back to the supervisor. Taking feedbacks from colleagues and other members in organisation.The evaluation process assist in analysing the manpower in a proper manner and also aidsin taking corrective actions as to get to desired level of performance. 1.3 Recommendations for improvementEvery employee working in Tesco wants to reach to the top level. They want to achievemore in their life as to attain final goals. For this they need to keep on improving their skills aswell as abilities (Wickramasinghe and Perera, 2010). There are certain suggestions given belowfor enhancing customer service advisor capabilities:The decision making in organisation needs to be improved which can be done byinvolving employees more in process.Tesco need to organise different type of motivational and learning events such asconferences and seminars to to enrich employees knowledge regarding their job.There is need of increasing guidance of supervisors as to assist employees in achievingspecified standards.Introduction of 360 degree or 760 degree analysis as to improve the performanceappraisal system.2
Report on Skills and Resposibility of Customer Service Advisory : Tesco_4

End of preview

Want to access all the pages? Upload your documents or become a member.

Related Documents
Employability Skills of TESCO PLC : Assignment
|13
|4163
|28

EMPLOYABILITYSKILLS INTRODUCTION
|14
|4308
|108

EMPLOYABILITY SKILLS INTRODUCTION
|14
|3875
|332

Employability Skills in Tesco : Assignment
|18
|5740
|41

Recruitment & Retaining of Tesco Plc : Assignment
|9
|2960
|57

Assignment on Employability Skills Sample
|17
|5077
|58