CW2: Customer Service Career Action Plan and Self-Reflection

This report presents a self-reflection and career action plan focused on the customer service industry. It begins with a personal analysis, assessing the author's skills, including communication and management, and knowledge, such as legal and technological aspects. A SWOT analysis is conducted to evaluate strengths, weaknesses, opportunities, and threats. The core of the report is a detailed career action plan outlining areas for development, resources needed, strategies, and timelines for enhancing skills and knowledge. The plan emphasizes improving communication skills and gaining industry knowledge. The report concludes with a summary of findings and a bibliography of cited sources, providing a comprehensive overview of the author's career goals and development strategies within the customer service field.

CW2- Career Action plan and self reflection

Table of Contents
INTRODUCTION.......................................................................................................................................4
Personal Analysis....................................................................................................................................4
Career Action Plan..................................................................................................................................7
CONCLUSION...........................................................................................................................................8
REFERENCES............................................................................................................................................9
APPENDIX...............................................................................................................................................10

INTRODUCTION
Career is explained as occupation that is chosen through a person for purpose of getting
prominent in professional context. This is necessary for a person to reflect upon career that opted
through them to assure that their knowledge and skills base for working under related sector.
Present report is based on self reflection on career in Customer Service industry. Every business
is related to satisfying the customers in an effective manner. In this industry, there is a customer
base service where consumers can call and report their complain give their feedbacks regarding
products and services. It is a responsibility of customer service to respond the queries of
customers. The skills that individuals possess act as a means of recognizing the difficult situation
in the workplace and making use of the knowledge that they have obtained throughout their
journey. They require to develop continuously and to acquire new skills to remain competitive.
In this report will be discussed about personal analysis about the skills and knowledge that
acquired through a person in career successfully.
Personal Analysis
For pursuing knowledge in customer service industry, I completed my 3 months
Internship from reputed company. After completion of my MBA, I joined Teleperformance
organization for get some knowledge and experience regarding my interest area.
A person should possess industry knowledge in order to perform a work in the fields of
customer service. They must also have to deal effectively with the customers by solving their
queries and solutions quickly. With sound customer service related knowledge that the person is
going to pursue career, a person gains the chance to facilitate the self-development. In this,
Assistance manager is required to acquire the various abilities, skills and knowledge which are
essential for attaining each aspect related to specific job role so that person can able to perform
in a better manner. This is necessary for me to determine the skills and knowledge which is
possesses through me so that I can able to get the better opportunities in career in future context.
In regards to this, it is necessary for an individual to make improvement in skills, abilities and
knowledge for performing the job role in an effective manner. There are some skills and
knowledge which need to possessed through me given below:

Skills
Communication is main thing by which a person shows its knowledge as well as abilities.
There is a need to posses my communication skill. It requires listening, writing and
communicating to ensure the correct fulfillment of obligations. I think I can have better abilities
in communications that distinguish me. It helps me to analyze situations as a whole as the
opinions of others. I am able to listen to one another and understand their point of view. As a
person, I need to listen to what someone else tries to talk rather than assume. It is also essential
to talk and write skills. With the help of good communication skill, I can able to interact with my
customers, listen their queries and also provide them appropriate solutions so that they can be
satisfied. This helps in developing the better relationship among the customers and organizations.
On the other hand, management is one of the most necessary skills that need to be
possessed. Through this skill, an individual can able to manage the things or work in an effective
manner. From the management skill, a person should be able to manage work and carry out the
management functions such as planning, organization, personnel management, monitoring,
management and control. These are all the control roles. Anyone without the right to exercise the
role of management will do this. These skills help in performing my job role in manageable
manner.
Knowledge
In order to performing my job role in a better manner, it is necessary that I have legal
knowledge regarding the customer service. I have to deal with the customers in a better way and
talk with them in positive manner. For start my own business in future, it is necessary for me to
have some knowledge regarding the legal rules and the regulations related to customers services.
This helps to avoid legal disputes by observing those legislations and regulations. Acquiring the
legal knowledge is necessary for conducting the business activities and operations in an effective
manner.
I have the knowledge about the Computer technology and information technology. In
regards to this, I have to do more work on this because the technologies are changing with in
short period of time. So, it is necessary to me to have the proper knowledge regarding the
advanced technology so that I can able to perform my activities in an effective manner. In order

to advanced technology knowledge, data is stored at specific cloud that can access company and
through this personal and financial information of customers get secured and safe.
To gain the knowledge about industry is most necessary. I have to get the full knowledge
and information about the industry in which I am interested to work i.e. customer service
industry. I need to get the more and detailed information about the customer service industry and
also its operations. This helpful in give the effective way to work in this industry and not face the
more complexities.
SWOT analysis is mainly conducted for examine my own abilities as well as skills. This
kind of tool is helpful for me to analyze my strengths and weakness. Through this, I can
overcome from my weaknesses and threats and also able to convert them into strengths.
Strengths Weaknesses
o I have appropriate knowledge and
information related to computers and
advanced information technology
o I have the better decision making skills
on the basis of situation.
o My main weakness is to
communication skill. I need to focus on
make improvement in communication
skill so that I can easily interact with
customers.
o Lack knowledge about the industry. I
have to more work on getting
information about the customer services
industry.
Opportunities Threats
o Use of the personal development plan
for dropping flaw.
o There is an opportunity to make
improvement in my communication
skills to deal with the customers easily
and able to solve their queries quickly.
o The main threat is shortage of time.
o Different legislations and regulations
related to industry.

Career Action Plan
As I want to make my career in customer service area and for it, this is necessary to
examine skills and knowledge which needs to developed on the basis of job role. As a person this
may help me in enter in my interest area and provide the better career opportunities to be. The
career action plan by including areas of development given below:
Areas for
development
Resources /
Strategy (and
reasons)
Long term/ Short
term action
Personal
development and/
or career related
activity?
Dues date/
time scale
Communication
Skills
The resources
for improving
communication
skills through
attending the
seminars and
conferences.
Other than this,
I will practice
of presentation.
In order to develop
my communication
skills through which
without any
hesitation, I can
express my views to
people easily.
Able to
communicate with
the customers and
also solve their
queries in a quick
manner.
Start date-
22 may
2020
End date- 2
June, 2020
Knowledge
about industry
Read up the
industry
magazines and
the weekly
industry
magazines.
Have gained the
effective knowledge
about the industry
and its competitive
areas.
Can able to think
about new ideas
and focus on
conducting the
organizational
activities for
attaining set
objectives.
Start date-
3 June,
2020
End date-
15 June,
2020

CONCLUSION
It has been concluded from the above mention report that this is essential for a person to
determine its skills and knoweldge and to make improvement in them so that these can helpful in
future in career. After analysis this, there has been discussed about the skills which need for
particular job role and possessed through them. It is helpful for an individual to determining gap
in skills on the basis of requirement of customer service industry. The strengths are helpful in
performing the job role in an effective manner. As result of it, they should develop career action
plan which helped in addressing the skill gap and making themselves compatible for concerned
job role.

REFERENCES
Books & Journals
Hsieh, Y. H., 2018. Design and characterization of a privacy-based service sustainability
measurement mechanism. In PACIS (p. 100).
Ogonu, G. C. and Nkpurukwe, O.I., 2018. Customer Complaint Handling and Post-Complaint
Behaviour in the Fast Food Industry. International Journal of Marketing and
Communication Studies. 3(2). pp.36-48.
Rahayu, S., 2018. Customer satisfaction and service quality to develop trust and positive word of
mouth in vocational education. KnE Social Sciences, pp.356-371.
Tanizaki, T. and Shimmura, T., Modeling of Restaurant Service Process using Cellular
Automata.
Verma, K., 2016. Importance performance analysis and SERVQUAL model: an integrated
approach for enhancing customer satisfaction. Review of Professional Management.
14(1). pp.51-59.

APPENDIX
CV
Curriculum Vitae
Name: ABC
Contact Number: XX-XXX-XXXX
Email Id: [e-mail]
Address: 191 A, Crown street, London, United Kingdom
Position: Customer service agent
Key skills:
 Management Skills
 Better communication skills
Professional Experience:
Company Name: Navigant Pace
Duration: 3 months internship
Position: Customer service agent
Educational Qualification:
Post Graduation: MBA