Professional Identity and Practice

This document explores the role of a customer relationship manager and the importance of communication, problem-solving, and leadership skills. It discusses different learning theories and approaches and provides guidance for developing a SMART personal development plan. It also offers tips for in-house CV writing and mock interviews.

PROFESSIONAL IDENTITY AND PRACTICE

Table of Contents
Assignment 2..............................................................................................................................2
Role Play................................................................................................................................2
Performance and skill appraisal.............................................................................................3
Self Assessment (Skill Audit)............................................................................................3
Different learning theories and approaches 750.................................................................5
SMART Personal Development Plan.................................................................................6
Assignment 3..............................................................................................................................8
In-House CV writing..............................................................................................................8
Mock Interview......................................................................................................................8
Critical Reflection................................................................................................................10
References................................................................................................................................13
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Assignment 2
Role Play
Resources used: Auditorium, demo telephones, a bed sheet for curtains, one table, four
chairs
Phase I: This role play shows the impact of inappropriate attention to the requirement
being presented by customers to an organisational customer representative
Situation 1: With the beginning of the roleplay two students get in the Auditorium room
podium, discussing something within them inaudible to others. A table and chair are placed
within the room where a student is sitting and is acting like talking over the phone with
someone else. The two, before mentioned student is acting as consumer visiting the “May I
Help You” desk. They are here to discuss the different services and products sold by the
organisation and their credibility in providing them with the best services in society. Role-
play goes in a situation where the customer representative visiting and talking over the call is
not attentive to the request presented by the two customers. The two customers leave the area
with discomfort and not satisfied face.
Analysis: The above role play does make us understand the importance of being attentive
towards the request of the customers visiting the organisation. The very situation in the above
part explains the requirement of being attentive and proper utilisation of communication skill
to ensure that the satisfaction level and the loyalty level increases side-by-side for the
organisational benefit in future prospect.
Resources used: Auditorium, demo telephones, a bed sheet for curtains, one table, four
chairs
Phase II: This role play shows the benefit of proper utilisation of customer relationship
skills for Organisational Development
Situation 2: With the initiation of the role play customer relationship manager is shown to be
talking with other customers with a smiling face and proper behavioural approach. He seems
to be providing information using hand signals to enable the customers to understand the
different services that are being provided by the organisation. To customers arrived with
some products in hand and slammed the front desk with the product showing their discomfort
on using the product. The customer relationship manager seems to be cool and calm and with
a smiling face greets the agitated customer. The attitude of the customer relationship manager
instantly changes the approach of the customer and makes them polite in making their issue
clear to him.
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Analysis: From the above situation we can observe back attitude does have a positive impact
over colleagues as well as the customer. We can easily justify that proper utilisation of
problem-solving skills through the cool and calm temperamental act; there are no issues that
cannot be solved. The very scenario of greeting
Performance and skill appraisal
Self Assessment (Skill Audit)
Skills Present Level of
Compet
encies
Requi
red
level
of
comp
etenci
es
Ways to develop Evidence of
development
Communication
Skills
High High For keeping in mind the
importance of
communication skill in
being a customer
representative of an
organisation, one must
have proper knowledge
regarding its required
level of competency
(Arnold et al. 2015). The
high level of competency
in communication does
not mean there is no
room for development,
but always require proper
care in order to maintain
efficiency. To maintain
the efficiency of the skill,
I need to go through the
A proper
communication skill
certainly will help in
understanding the
issues of the
organisational worker
as well as the
customer visiting the
organisation for
enjoying the services
and the products being
provided (Arnold and
Boggs, 2015). With
the help of proper
communication skill, a
customer
representative like me
will get efficient in
making the customer
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English journals,
newspaper and reading
books along with the
proper English
conversation will prove
helpful
understand the
changes in the
organisation. Clear
providing of
information also gets
added to the armoury
a customer
representative like me.
Problem Solving
Skills
Medium High A medium level of
problem-solving skill for
a customer representative
in an organisation is not
what is expected. In order
to ensure that the
problem-solving skill of
a representative like me
increases, I must be
patient enough to get a
proper view of the issues
being faced by the
customers. Proper
analysing of the feedback
form would also be
helpful for me to
understand the critical
areas of customers.
With the increased
level of competency
from medium to high
in problem-solving
skills, I will be able to
analyse the issues of
the customers more
efficiently and will
lead in solving their
issues clearly. An
irritated customer can
be easily sufficed with
his or her required
information. The
evidence of having an
efficient problem-
solving skill would
also fulfil the
requirement of any
organisation regarding
meeting the consumer
needs of having a
better consumer base.
Presentation Low High Presentation skills matter The evidence of
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Skills when there is proper
management meeting. A
presentation skill needs
to be average or in a high
mode in order to ensure
that all the managers, as
well as the customers, are
made clear of the
situation easily. I must go
through the previous logs
presented by other
customer representatives
for making managers and
customers clear of the
situation. I must make a
proper priority list to
ensure that all the
objectives are properly
presented to the customer
as well as the managers
of an organisation.
having a proper
presentation skill can
be justified if
management and the
customers get easily
satisfied with the
information been
presented to them
from my side. The
evidence can also be
gathered from the
feedback form that is
being presented by the
customers at the end
of every financial year
or every finishing of
services and product
(Brink and Costigan,
2015). Better
coordination with
colleagues in an
organisation also
justifies the efficiency
of presentation skill in
a customer
representative.
Different learning theories and approaches
Cognitive learning theories: The utilisation of cognitive learning approach help in evaluating
the impact of learning process in long term development. The cognitive learning theory helps
in understanding the complex mental process that cannot be evaluated without understanding
or getting involved in depth studies. Under cognitive learning theory is there an aspect of
molar behaviourism, purpose AP tourism, cognitive map and extinction. Clear and open
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about the operations related to cognitive learning theory one must get in touch with cognitive
map which are used and explained for better understanding of learning behaviour of an
animal (Olson, 2015). Amazing and clearly interesting to understand the purpose of
behaviorism as it understands try and behaviour related to goal orientation. In accordance to
the views of Ashby and Valentin (2017), behaviour is purposive for every animal with in the
world. It helps in understanding the importance of goal achievement and purpose related to
gain profit from every action.
Social learning theories: In response to the evaluation of social learning theories there is
enough justification that behaviour and feelings are quite sensitive towards observation and
taking someone as model (Illeris, 2018). The social learning theory helps in positive
development of personal evaluation as it help in finding root cause of behaviour changes. The
social learning theory also helps in identifying direct learning and situation that could be
helpful and meaningful in developing personal attitude. Human beings are not messaging for
human beings are not generals animals organism that directly with react to stimulus.
Personality developments as well as professional development have certain positive benefit to
be gathered from social learning theory.
Behaviourist approach: Behaviourist approach that can be and reaction that an organism
provides in certain situation (Murtonen, Gruber and Lehtinen, 2017). This approach is
important for the development of professional work and skills, as it compare every human
action to be reaction of the personality that has been coded from the very childhood. This
learning approach is important to be evaluated as because it takes into consideration be
external environment and the surroundings. The behaviourist approach help in in terrifying
human behaviour through proper evaluation of principal that get influenced by physics also.
Constructivist Approach: Constructivist approach or constructivism theory explain in
understanding how and individual get knowledge regarding what he or she wishes to learn
from the nature of knowledge around them. It is one of the most recent theory or approach
that is in discussion and is creating quite a a memorable memoir for every theorist
(McMahon, 2016). Constructivist theory is important or constructivist approach is important
to understand mutual interaction. Mutual interaction which is believed to be the very native
state of coordination and correlation is better understood with constructivist theory. As for the
theory of constructivist approach every, intention of following a person or imitating the way
He or she behaves is all connected to the philosophical explanation in one human mind.
SMART Personal Development Plan
Developing leadership skill
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S (Specific): Developing the leadership skill is quite specific as it determines and identifies
the certain objectivity of making me clear of the ways to lead organisation and colleagues.
Development of leadership skill also fulfil the specific objective of gaining the trust of
employees as well as colleagues
M (Measure): the leadership skill is measurable as it will influence the motivation and
Effectiveness of the colleagues and other workers.
A (Attainable): The development plan is quite attainable as because leadership quality can be
gathered and increased by going through the books of great leaders in society and following
top-level managers.
R (Relevant): Jobs activity development as because in Customer Service Management
leadership it important to ensure that all the works are properly done as per the request of the
customers.
T ( Time-bound): Development of leadership skill is time-bound as it will be completed
within 2-3 weeks from the initiation.
Proper management of problems and solving them
S (Specific): Proper management of problems and solving them is specific in nature as it
directly connects to the opportunity of taking the loyalty of the customer in a better place.
M (Measure): The objectivity of problem-solving is measurable when there is proper
coordination among colleagues and customers.
A (Attainable): The objective of problem-solving is quite attainable because it is related to
the customer relationship manager getting patient.
R (Relevant): Objective of problem-solving is relevant in today’s situation as a customer
relationship manager must have to ensure that all the issues faced by customers are solved.
T (Time-bound): The problem-solving skills can be e properly maintained and evaluated
within one to two weeks of initiation within the organisation.
Developing listening skills
S (Specific): Developing listening skills a specific in nature as because it directly related to
the situation of problem-solving because without proper listening skill there cannot be a
better understanding of problems being faced by customers.
M (Measure): The listening skills are measurable in nature because it can be measured for the
satisfaction level of the customers and understanding of the problem with the organisation.
A (Attainable): The objective of developing listening skill is attainable because if a person
becomes enough patient, he or she will be capable enough to listen to the issues of the
customer.
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R (Relevant): The objective is quite well because it is directly related to the better
management of customer care and understanding of issues for managing the organisational
development.
T (Time-bound): The development of listening skill is time-bound because it will be
accomplished within 2-3 weeks of initiation within the organisational premises.
Assignment 3
In-House CV writing
I have worked in a technological startup business named Network Zap. In that I worked as a
customer relationship manager. As a customer relationship manager, my duty was to maintain
effective communication with the customers to coordinate operational activities of the firm
with the customer and clients and take their feedback on them.
My contributions to the firm through my job roles are as follows:
● Contribution towards the building of efficient CRM system within the new company
was done through my job role. I helped the firm in setting up an effective customer
relationship management system through which the company was able to
communicate with the customer and gather possible feedbacks for further operational
activities.
● As a customer relationship manager, I also operated with the marketing team to deal
with the new customers within the firm contributing towards the expansion of the
company's customer base. New customers was assisted and introduced. The
companies acted with me to ensure that, the customers were retained. It was also to
ensure that the company was able to make an effective as well as efficient customer
base.
● I also contributed the company in managing disputes with old customers to ensure
that their problems and issues were known and mitigated the problem. In this way, I
helped the company gain 6 customers, who were in dispute with the firm and the
company was able to commence business with them.
● I also helped the company in creating a better customer retention plan in which the
firm was able to retain their new as well as old customers to create a stable customer
base.
Mock Interview
1. What are your roles and responsibility as a customer relationship manager in
future?
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Being a customer relationship manager it will be my responsibility to maintain a good
relationship with both the clients and consumers which will help my company to maximize
its business. It will be my responsibility to maintain healthy relationship with my company’s
customer because our profit comes from them. I will try to solve all their problems if they
face any such. My responsibility will be to understand the problem of my clients if they face
any challenges; I will identify the cause of the problem and will assure them that they don’t
face any problem in future again. It is my responsibility to accept all the difficulties and
challenges which my company will face. Maintaining a healthy and good relationship with
the clients will help the company to establish a proper way of development. I will also go
through one-on-one interview with my clients in order to understand their demand and
problems. I will consider their demand and choices which the prefer for themselves. It will be
my responsibility to guide them on behalf of my company. I will try to fulfil their demands as
much as I can, so that they get satisfied with the company and its products. I will also try to
manage the customer complaints which they might make and will try to resolve it in a very
polite and decent manner. I will also set a revenue budget for the company and will try to
fulfil the target by making some better strategies.
2. What are your skills and qualifications for being a customer relationship
manager?
There are some skills which I have and which are required to fulfiled for the criteria of being
a customer relationship manager. I have a very positive attitude towards people and things
and I also have the ability to make a positive relationship. I know how to keep a positive
attitude and professional relationship. I have an excellent communication skill which I
developed since my school life. I always wanted to become a relationship manager of a
highly reputed company and I always took care of my communication skills. I have also
learned some foreign languages which include French, Spanish and Portuguese. I am very
much fascinated towards researching new things and have studied business management and
relationship development. It is not difficult for me to understand the psychological conditions
of people and I have mastered my emotions regarding everything. I have worked in a reputed
company as a sales and executive manager for the last 3 years. I have done much research on
business management and also have done some courses on business management. I also have
problem-solving capabilities. I can easily solve any problem which people have. I am capable
of giving proper advice and suggestions to people struggling with their problems. I have a
habit of reading books which helps me to gain knowledge regarding business laws and
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business management. I also have knowledge of relationship management as I have done
courses during my graduation. I also have a tendency to provide high-quality services to the
customers. During my job as a sales manager, I got many awards, justifying my capabilities
as an effecient customer relation manager.
Critical Reflection
Strength and Weakness of interview process:
The clear and transparent method of the interview process can be deemed as the primary
strength. The way the interviewer made the objectives clear in front of me did make me quite
comfortable. The questions were current and made direct eye contact with me suggesting me
to have my confidence in every observation of work. When discussing about the strength
shown by the interviewer, the primary thought that arrive is the method of asking the
questions. With the question the interviewee presented the reason behind the question which
helped in better analyse the way that should be answered. However, there have been few
issues related to the situation of answering the interview questions, which were later on
dismissed from the questionnaire. Personal questions related to the previous opportunities
those I have missed were something I believed to be weakness in the interview process.
I however have showed enough confidence and knowledge related to the post I applied for,
which was Customer relationship manager. I believe that I still need to increase my
presentation skill in order to present my positive side fruitfully.
There are various roles and responsibility of a Customer relationship manager which they are
to follow and have to perform while operating in a firm. The roles and responsibility of a
customer relationship manager are as follows:
1. Creating customer relationship: Creation of effective customer relationship is a very
important task which a Customer relationship manager has to ensure. Customer is
main unit of fuel for customer relationship management. Hence the need for a
Customer relationship management is to ensure that there are effective bond and
relationship which is established with the customer. This will help the company in
getting a stable customer base. They are responsible to look after customer and their
requirements and to ensure, whether the company is able to meet requirements of
customer. It will be done better by collecting feedbacks by the clients and customers
(Khodakarami and Chan, 2014)
2. Communication with customers: Communication is a very important aspect which
customer relationship manager has to maintain and conduct with customer. The
Customer relationship manager is responsible for having effective communication
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which is established with the firm so that there is proper flow of information with
customer. It also helps in enhancing the operational effect of the firm and also to
make sure that customers are being listened and the company is able to operate in
accordance to the customers need. The manager has also to look forward that the
communications is maintained so that there is no communication gap between the
company and its customers.
3. Creation and management of CRM system: Creation and establishment of an effective
Customer relationship management system is the core objective of an customer
relationship manager. The manager has to ensure that there is an efficient system
setup in the company, so that the customers are able to communicate with the firm. Th
objctive is also to measure and maintain its customer within the market. The creation
and establishment of CRM system within a company requires planning,
implementation and monitoring, which the customer relationship manager has to
ensure. It is to make sure that the company is able to maintain and create effective
relationship (Choudhury and Harrigan, 2014).
I feel that all of the roles and responsibility determine the workload of a CRM manager. I
think it is important to consider the primary operations which are conducted by a relationship
manager to be prioritized. However, I think there are some other key roles and
responsibilities, which a Customer relationship manager has to consider while operating in a
firm. Taking part in market planning activities is very important secondary operational
responsibility which the manager has to take, as it the one which is closer to the customer and
know there requirement. Monitoring company’s performance in regards of customer
requirements is also a task which the manager has to undertake to make sure that the
company is able to conduct operations in regards of the customer requirement (Nyadzayo and
Khajehzadeh, 2016).
As a Customer Relationship Manager (CRM) it is important to have special skills and
qualities that can enhance the working and performances of the administrations. In this
context it is to be added that the Customer Relationship Manager (CRM) needs to possess the
qualities that is effective in motivating the administrative workers. The customers often
enjoys adequate and qualified managerial service along with behavioural aspects of them.
There are certain skills and qualities that should be possessed by the Customer Relationship
Manager (CRM) in an international organisation. Those traits and qualities needed to be
identified are discussed as follows:
1. Love for database work
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The appointed Customer Relationship Manager (CRM) ,ust have the love for database works
and nonprofit sectors of the company. This is mainly important for the company as the
Customer Relationship Manager (CRM) can then act and operate multiple sectors adequately.
This is quite beneficial for the firm.
2. Resourceful
The Customer Relationship Manager (CRM) should be resourceful as they often teach
themselves the learning of various operations. Thus they search different blogs, ages and
websites along with various social media sources in order to gather their adequate
information for learning. Thus being resourceful and skilled is beneficial for the firm
(Trainor et al. 2014).
3. Flexible
The organisation must appoint Customer Relationship Manager (CRM), is able to change and
adapt the situations during the financial years. The various changes and fluctuations in the
market conditions along with the company policies needs to be adjusted well by the Customer
Relationship Manager (CRM) during the year. This will benefit the customer relationship of
company.
4. Communication skills
One of the most important factor for the Customer Relationship Manager (CRM) is the
communication with other staffs and workers. The communication skills are also utilised in
expressing and debriefing own thoughts and understandings during the year. Thus it can be
said that the presence of communication skills is advantageous for the firm.
5. Committed and dedicated
Commitment and dedication is also required by the Customer Relationship Manager (CRM)
in order to manage and operate in various situations and changes during the year. The
workload and expectations of others need to be accounted for. Also the accomplishment of
the tasks and operations should be accounted for by the Customer Relationship Manager
(CRM) during the year (Tseng and Wu, 2014).
As for the critical reflection of the skills and qualities of the Customer Relationship Manager
(CRM), I can say that there are various sectors and aspects that can be modified by the person
appointed by the company as CRM. The educational sectors are to identified and verified by
the organisational sectors in order to maintain essential standards. Also the behavioural traits
possessed by the CRM can be judged before placing in to play for the customers. The
communicative skills in various situations such as in anxiety, urgent feedbacks and customer
feedbacks are required to be judged and verified.
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References
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