Customer Care Reflection and Personal Development Plan - Assessment 2

This report presents a student's reflection on their customer care experience at Allfloors UK, specifically focusing on Assessment 2. The reflection highlights the student's learning and growth, particularly in areas like confidence, ethical decision-making, and independent work. The report also includes a detailed personal development plan, outlining skills to be developed such as ICT skills, decision-making, and time management. The plan specifies the actions to be taken, resources to be utilized (e.g., YouTube tutorials, simulation activities), and the estimated time required for skill development. The student aims to stay updated with financial tools and trends, improve decision-making abilities, and enhance time management skills. The report concludes with a list of references including books and journals used for the assessment.

REFLECTION ON
CUSTOMER CARE-
ASSESSMENT 2

TABLE OF CONTENTS
ASSESSMENT 2.............................................................................................................................3
Reflection.....................................................................................................................................3
Personal development plan..........................................................................................................3
REFERENCES................................................................................................................................5

ASSESSMENT 2
Reflection
I can evidently state that the entire experience of working with Allfloors UK has been an
extremely great one. Right from the moment I was placed in the company, was able to learn how
innovatively they are working together. I identified that the training process of the organisation is
extremely friendly and since I am mainly responsible for the cash related transactions and credit
controller, I deal with many people in my job role. I have learnt at every point where I was able
to identify that how I need to be confident and take some decisions on my own as well rather
than cross- checking or confirming with every decision that I made. Additionally, I can also state
that I learnt how to keep my actions always in check and take them in a well reasoned and
justified manner where I must think what is ethically correct and also beneficial for the company
at the same time (Shaheen and Hameed, 2020). I have learnt to complete all my work on my own
where I take guidance whenever I required but I tend to solve them first in my own manner and
this has been the key to the excellent work that I have been able to perform here. Therefore, I can
say that the entire experience has been very eventful.
Personal development plan
Personal development plan will help me in the identification of the skills that I need to
develop and the timeline within which I can achieve them so that I remain on track.
Skills to be
developed
Action taken Sources used Time taken
ICT Skills I need to be regularly aware
of all the latest software
developments regarding the
different financial tools and
flexibility so that I can make
myself aware and learned in
these skills (Lejeune,
Beausaert and Raemdonck,
2018). This ensures that I
never falter in my job duties
or become outdated.
You Tube videos,
tutorials, guides etc.
5 months.
3

Decision Skills I also need to develop and
work on this in a better
manner where I need to learn
how to take quick decisions
and implement them with
complete confidence. This
can be done only when I try
and test myself in every
situation and see the results
of my decisions.
Simulation activities
or role playing where
a critical situation can
be imagined and then
my decision can be
taken.
1 year
Time
Management
skills
I need to improve my time
management skills as well
because I often tend to
stretch the deadline or
procrastinate until it’s due
(Rimmer, 2018). This will
help me in managing all the
activities that I am required
to do and also make time for
additional activities that I can
perform.
Time evaluation
sheet, developing
schedules and sticking
to them
3 to 4 months
Based on this, I will able to keep myself updated with the latest trends and I plan to work
on learning something new regularly where I will update my knowledge and the important
aspects or developments that are taking place in my filed especially. This will help me in
ensuring that I never become redundant to my employee.
4

REFERENCES
Books and Journals
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.
Rimmer, A., 2018. How do I prepare a personal development plan?. Bmj. 363. p.k4725.
Shaheen, S. and Hameed, M., 2020. Personal Development Plan (PDP). Middle East Journal of
Family Medicine. 18(4).
5

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