University Consultancy in Practice: Skills, Learning and Career Report

This report reflects on the skills developed and enhanced during a consultancy project, focusing on customer service. It details the development of active listening, communication, problem-solving, and time management skills, crucial for a customer service provider role. The report also identifies areas for further development, such as communication, problem-solving and time management, outlining specific actions and timelines for improvement. Furthermore, it includes a person specification and job description for a customer service provider, summarizing the key responsibilities and requirements of the role. The report concludes by emphasizing the importance of customer service for business success and customer retention, and the benefits of the skills acquired for future career prospects.

Consultancy in Practice

Table of Contents
INTRODUCTION..........................................................................................................................1
MAIN BODY...................................................................................................................................1
TASK 1............................................................................................................................................1
Which skills have been developed or enhanced with the result of project?...........................1
What you know which was not known at the start of the business?......................................2
By which extent the level of confidence has been improved?...............................................2
How could the learning can be used for the future career?....................................................2
TASK 2............................................................................................................................................2
Identify three skills which is required to be developed more and will be successful for the
business career........................................................................................................................2
TASK 3............................................................................................................................................5
Person specification................................................................................................................5
Job description........................................................................................................................6
CONCLUSION................................................................................................................................6
References:.......................................................................................................................................8
Books and Journals.................................................................................................................8
Appendix-........................................................................................................................................9
CV...........................................................................................................................................9

INTRODUCTION
Customer service means to provide the best services to the consumers ensuring the
quality and identifying the needs which are required by them(Mo, Leung and Tsui, 2019). To
take care of the needs of customers and identify the issues which they are facing becomes very
important for every business. Nowadays customer’s service has reached beyond the telephone
call and now customers can avail the services via mails, messages or by video chats. Businesses
are also developing the department of customer service which looks into the matter of customer
problems and difficulties that they are facing. Customers are the assets for the company and
when they are not satisfied by the services or products of the company then it becomes the
responsibility of the business to make them satisfied with the quality of services. At this time it
become very important to be prompt with the customers in asking their queries and to listen to
them effectively without getting frustrated and provide the customers with productive solutions.
MAIN BODY
TASK 1
Which skills have been developed or enhanced with the result of project?
As my job profile requires for the customer service provider and solving the issues which
the consumers face by using the product or the services acquired by them. In that time, I have
developed various skills in myself which is useful and will be beneficial for me for my career
which have been mentioned below-
 Active listening- Active listening means to constantly listen to other person what they
are saying and to provide them continuous feedback (Lejeune, Beausaert and
Raemdonck, 2018). This requires continuously paying attention and full concentration to
understand what they want to say. I used to have good listening earlier also but my this
job profile helped to get into more in listening.
 Communication- Communication means to engage into the conversation with other
person. This does not require any knowledge but it develops over practice and which I
also developed by continuously communicating with the consumers and asking about
what issues they are facing and trying to resolve it.
 Problem solving skills- Difficulty which the consumers face helped me to solve their
problems by which it automatically helped me to develop this skill. Consumers always
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want that person who can solve their issues with less time and this made me do all the
things which I was unable to do so(Willig, Wright and Galvin, 2018).
 Time management- In a day I have to tackle many customers with different issues in
which I have to manage my time so that I can listen to all the issues and provide them
with effective solutions. Managing time for the customers not only helped them but also
worked for me as earlier I was not the person who used to do my work on time.
What you know which was not known at the start of the business?
By the start of the business I was unaware about the product and its qualities including the
importance which it will give to the consumers. Entering the business helped me in getting all
the information about the product, how it will be useful for the people and many more. This is
very important also because according to my profile it becomes necessary so that I can solve the
problems of the customers. If won’t be having any knowledge regarding the product then I would
not be able to solve their issues.
By which extent the level of confidence has been improved?
My level of confidence has been increased and I can communicate with any person
providing them with effective solution. Earlier, I was not the person who can talk and
communicate with the people suddenly but this helped me in building my confidence.
How could the learning can be used for the future career?
The things which I am learning in my job will be much more helpful for my career and for
the other job which I can seek in the future time (Weisenfeld and Hauerwaas, 2018). All the
skills which I have acquired in this job will be useful for the other job also and will be beneficial
for me in getting the success and growth which I want.
TASK 2
Identify three skills which is required to be developed more and will be successful for the
business career
Areas of
development
Time
duration
Actions to
achieve
Current
situation
How will I
know I have
been
successful
Progress
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Communication 1month For this I have
to start reading
and writing
more so that I
can develop my
vocabulary and
formulate the
sentences more
correctly.
Communicating
with people
might help me
to do so.
My current
situation is
that I have
become
better
compared to
the previous
time and
working
more harder
to become
the best
(Akudugu,
2018).
Taking
feedbacks
from people
might help
me to
improve this
skill and can
make
corrections
accordingly.
My skills have
developed as I
am able top
communicate
in a better way
and also
customers are
also happy
with me.
Problem
solving
2 months This needs
more practical
knowledge and
some
dedication to
solve the issue.
Providing that I
can also find
the alternative
which will be
helpful for me
as well as for
customers.
I have started
knowing all
the issues
which
customers
are facing
and would be
able to solve
quickly
(Izod, 2018).
Customer
response is a
good way by
which I can
know that I
am
successful in
my work.
My progress
will be the
customer
satisfaction to
see that their
issues have
been resolved
and that I am
able to tackle
all the issues
promptly.
Time
management
1-2 weeks Making time
table of what I
have to do in
I have started
maintaining a
diary in
I have been
started
scheduling
Started to
solve all the
issues timely
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the day which
will help me to
remember all
the things. To
give targets to
myself so that I
will feel
focused on the
work and will
not waste my
time in any
other work
which is not
important or
which can be
done later.
which I write
all my
important
task which
has to be
done with the
target time
which I have
to finish it.
all the things
which has
saved much
of time. This
is the most
important
thing which I
have started
doing (Pearce
and Breen,
2018).
which also
resulted in
satisfied and
happy
customers.
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TASK 3
Person specification
5
Required skills-
 Patience
 Time management skills
 Product and service knowledge
 Communication skills
 Critical thinking
Desired skills-
 Communication skills
 Empathy
 Problem solving skills

Job description
CONCLUSION
From the above report it can be concluded that customer service is very important for the
business as it helps in retaining the customers and provide them more value for the business.
Because if customers will be satisfied with the services provided by the businesses then it
automatically help in developing the brand image of the products and services provided by them.
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Job Title- Customer Service Provider
Job Summary- The main duty is address the difficulties and the issues
which customers are facing and providing them with effective solutions.
Interact with the consumers about what they like about the service by using
different platforms and receiving feedbacks from them.
Job Responsibilities-
 Address customer issues
 Solve all the problems
 Take feedbacks from consumers
 Coordinating and communicating with the other fellow members
 To have full knowledge about the product
 To make sure that customers are satisfied with the service provided
Requirement of job-
Qualifications-
 Bachelors degree from any field
 Technical knowledge
Experience-
 1 year of job experience

When the customers will be happy with the services then they will also refer to other people
about the business and this will help in increasing the sales and profit of the company.
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References:
Books and Journals
Akudugu, J.A., 2018. Institutionalising local economic development practice in Ghana. Local
economy. 33(4). pp.405-420.
Izod, K., 2018. How does a turn towards relational thinking influence consulting practice in
organizations and groups?. In Object Relations and Social Relations (pp. 163-184).
Routledge.
Lejeune, C., Beausaert, S. and Raemdonck, I., 2018. The impact on employees’ job performance
of exercising self-directed learning within personal development plan practice. The
International Journal of Human Resource Management, pp.1-27.
Mo, Y.H., Leung, T.L. and Tsui, M.S., 2019. Chaos in order: The evolution of social work
supervision practice in the Chinese Mainland. The Clinical Supervisor. 38(2). pp.345-
365.
Pearce, C. and Breen, B., 2018. Advanced clinical practice and nurse-led clinics: a time to
progress. British Journal of Nursing. 27(8). pp.444-448.
Weisenfeld, U. and Hauerwaas, A., 2018. Adopters build bridges: Changing the institutional
logic for more sustainable cities. From action to workset to practice. Research
Policy. 47(5). pp.911-923.
Willig, A., Wright, L. and Galvin, T.A., 2018. Practice paper of the Academy of Nutrition and
Dietetics: Nutrition intervention and human immunodeficiency virus infection. Journal of
the Academy of Nutrition and Dietetics. 118(3). pp.486-498.
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Appendix-
CV
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