Improving Communication Skills for Customer Service Executive Role

This report discusses the importance of improving communication skills for the role of a customer service executive. It emphasizes the use of clear language, ethics, and training to enhance customer satisfaction. The report also highlights the significance of maintaining work ethics and trust in building strong relationships with customers. The study concludes that effective communication is crucial for retaining customer interest and improving overall service quality.

PREPARING FOR SUCCESS AT
UNIVERSITY KNOWLEDGE AND
CREATIVITY

Table of Contents
INTRODUCTION...............................................................................................................3
PART A..............................................................................................................................3
PART B..............................................................................................................................4
CONCLUSION...................................................................................................................5
REFERENCES..................................................................................................................6

INTRODUCTION
Communication is the process which is used by the person in respect of
conveying their thoughts and ideas to other person. So that they can share the details of
the company and resolve the issue of the company in better way (Akrofi, 2018). In this
report, the role which is undertaken is relating to customer service executive of the
marks and Spencers which was founded by Michael marks and Thomas Spencer in
1884. In this report the role is undertaken through building the strong base with
customer by carrying the effective communication skills.
PART A
In context of applying the Driscoll's model of reflection, it is undertaken that by
improving the communication at the time of attaining the role of the customer service
executive. It is very important to examined the aspects through which the issue raise
such as what is the situation which is exactly occurred in respect of communication with
the customer (Driscoll’s (2000) Model of Reflection, 2000). As in respect of promoting
the products of the marks and Spencers and by attaining the post of the customer
service executive it is necessary to carry the strong communication skills. Thus, the
situation which is occurred is relating to using the clear language and also maintain the
ethics in respect of sharing the reviews or resolving the matter to retain their interest for
longer way. The situation which came across while communication is that every person
carry different thoughts and ideas to undertake the matter. Thus in respect of sharing
their reviews or clearing the thoughts, it resulting in getting more guidance to treat
customer well (Bell and Harrison, 2018). The key aspects which I seen in this aspects is
that it undertakes lot of patience in respect of dealing in particular situation. As customer
are sometimes rude in respect of not getting the correct revert backs of the queries
raised. Thus, in such aspects, proper knowledges is to be carried in respect of dealing
with customer personally and also guiding other employees to learn the methods to
retain customer towards the services for longer way.
In relation to carrying the matter related to second step of the Driscoll model, it is
stated as in context of so what aspects. The feeling which is examined at the time is
that in respect of communicating with customer, it must carry the open mined aspects,
as by this procedure the problems which is faced by customer through using the M&S

products can easily be resolved (Trought, 2017). The trouble which is faced in
interacting with customer is that their is gap between understanding the actual problem
which is shared by customer. As due to not using the clear language, the issue is raised
regarding interacting with them and helps them inn resolving the issues. The another
trouble which is undertaken is relating to coordinating with other team mates regarding
communication with the person. As every employees had different perspective and also
carry different ways of talking (Pandeli and O’Regan, 2019). Thus, in such manner to
treat every employees with respect and also their ideas are to be appreciated so that
they feel motivated to treat customer in better way.
In last stage of the Driscoll model, it is related to the undertake the now what
aspects. As in this factors, the aspects are to be undertaken in respect of improving the
communication through the situation which is raised above (Stahlbrand, 2017). As in
context of improving the condition, the situation which in undertaken is relating to using
the clear language and for that appropriate training session are organised so that they
can interact with each other before interacting with customer. As customer are attracted
if they find that they are interacting with the skilled person and also give accurate
information regarding the company information. Thus, in such aspects skilled and
trained person are appointed to handle such matter in better ways. I also feel that at the
time of interacting with the customer, confidence is to be maintained so that customer
feel that they are talking with the right person (O’Higgins, 2018). It also maintain some
confidentiality in respect of not disclosing the company internal information which is
crucial.
Thus, from the above aspects, it is examined that it in necessary to adapt various
methods in respect of improving the communication skills, in which training and
motivation is one of the major aspects (Moss, 2019). Thus, the profits which is gained
through this perspective is that it maintain the morality and ethics at work place and also
it improve the customer satisfaction through resolving the issue in right manner.
PART B
In context of undertaking the matter which is discussed in above part, the thing
which I gained I relating to managing the time accurately. As I managed my time
effectively in respect of guiding employees to take customer and also interacting with

customer with full dedication. As in respect of retaining the customer interest it is more
necessary that their must be coordination between every task which is accomplished by
me. Thus, I think that I managed it is better way and also the employees are motivated
to present and share their reviews regarding better improvement (Toms and Zhang,
2016). The limitation which I faced in this aspects is that it is difficult to communicate
with every staff regarding undertaking their ideas as every staff had different
perspective of undertaking the thoughts. Thus, it bring barriers in respect of building
confidence among all the staff with managing the customer queries.
The thing which I had to take care during attaining my working is that I had to
maintain work ethics at premises, as by not using abusive languages in front of other
staff or while communicating with customer. It results in affecting the goodwill and
reputation of the company and also it distract the mind of the customer towards the
services (Burke, 2016). The main thing which I learned is that trust is the major aspects
to build the strong relationship between the employees and customer and through
maintain loyalty they can reach to large number of goals.
CONCLUSION
From the above study, the report concludes that communication is the major
aspects which is undertaken by company in respect of retaining the customer interest
towards the services for longer time period. In context of improving the communication
skills while attaining the post of the customer services executive, it is necessary to use
the clear language and also familiar with all types of languages so that they can interact
with different culture in better way.

REFERENCES
Books and Journals:
Akrofi, S., 2018. Value Creation Through Executive Development. Routledge.
Bell, J. and Harrison, B. T., 2018. Vision and values in managing education: Successful
leadership principles and practice. Routledge.
Burke, R. J., 2016. Corporate reputations: Development, maintenance, change and
repair. In Corporate Reputation. (pp. 19-59). Routledge.
Moss, G., 2019. Inclusive Leadership. Routledge.
O’Higgins, E., 2018. The Ethos of Partnership: The John Lewis Partnership.
In Progressive Business Models. (pp. 193-220). Palgrave Macmillan, Cham.
Pandeli, J. and O’Regan, N., 2019. Risky business? The value of employing offenders
and ex-offenders: An interview with James Timpson, Chief Executive of
Timpson. Journal of Management Inquiry. p.1056492619836167.
Stahlbrand, L., 2017. " GOING THE DISTANCE SO OUR FOOD DOESN'T HAVE TO":
CASE STUDIES OF CREATIVE PUBLIC PROCUREMENT AT CANADIAN AND
UK UNIVERSITIES.
Toms, S. and Zhang, Q., 2016. Marks & Spencer and the decline of the British textile
industry, 1950–2000. Business history review. 90(1). pp.3-30.
Trought, F., 2017. Brilliant employability skills: How to stand out from the crowd in the
graduate job market. Pearson UK.
Online:
Driscoll’s (2000) Model of Reflection. 2000. Online. Availabe through:
<http://www.cengage.com/resource_uploads/downloads/0748797661_302418.pdf
>.