Work Based Experience Report - Customer Service Executive Role

This report details a student's work-based experience in the role of a customer service executive. It begins with an introduction to work-based learning and its benefits, followed by an exploration of suitable organizations within the travel and tourism industry, such as hotels and tour operators. The report then discusses negotiation strategies with supervisors, addressing business constraints like stress and changes in policies. It outlines the tasks and responsibilities of a customer service executive, including customer satisfaction, technology upgrades, product quality, and record-keeping. A work plan is presented, detailing the initial training period, project assignments, and the handling of customer issues. The report further addresses fulfillment of placement requirements, plan revisions, and suggestions for improvement. Finally, it evaluates the student's performance, analyzes the learning gained during the experience, and provides recommendations for enhancing future experiences, concluding with a summary of the insights gained. This report is available on Desklib, a platform providing AI-based study tools.

WORK BASED
EXPERIENCE

Table of Contents
Introduction......................................................................................................................................1
Learning Objective 1........................................................................................................................1
1.1 Suitable organisations that could provide industry experience........................................1
1.2 Negotiate with work and academic supervisors...............................................................2
1.3 Business constraints on the work experience...................................................................3
Learning Objective 2........................................................................................................................3
2.1 Tasks and responsibilities involved in the work experience............................................3
2.2 Plan for the work experience............................................................................................5
2.3 Benefits of the proposed activities...................................................................................6
Learning Objective 3........................................................................................................................7
3.1 Fulfil specified requirements of placement......................................................................7
3.2 Produce systematic records of work undertaken..............................................................8
3.3 Revise the initial plan.......................................................................................................9
3.4 Suggestions for improvement.........................................................................................10
Learning Objective 4......................................................................................................................11
4.1 Monitor progress against actual proposal.......................................................................11
4.2 Evaluation of own performance quality.........................................................................12
4.3 Analysis of learning takes place during work experience..............................................13
4.4 Recommendations to enhance the experience................................................................14
CONCLUSION..............................................................................................................................14
References......................................................................................................................................16

Introduction
Work based learning refers to the educational strategy through which students and
employees can get a real life work experiences by applying academic and technical skills and
develop their employability. Work based experience is very useful for the employees of an
organisation so that they can perform their assigned work in an effective manner. Through this
work based experience, employees can apply their existing skills and knowledge for performing
the work efficiently at the workplace. This report is based on the job role of customer service
executive and the roles and responsibilities of the person at this position.
This report will evaluate the suitable organisations which can provide industry experience
to the people along with the negotiation and business constraints on the work experience. Further
this report will prioritise the tasks and responsibilities of the work experience along with
formulation of plan for work experience and benefits of the proposed activities. This report will
also fulfil the specified requirements of placement and revise the initial plan for making
improvements. In the end, monitoring of progress against original proposal and evaluation of
quality of own performance along with the recommendations for enhancing the experience will
be covered in this report.
Learning Objective 1
1.1 Suitable organisations that could provide industry experience
There is various type of organisations prevail under travel and tourism industry which
can provide best working experience to the employees and students in different areas. This
industry is growing with a rapid speed. Fresher’s can join this industry for the position of
customer service executive who likes to serve to people in different areas. These profiles include: Accommodation: This includes hotels and guest houses which are necessary for the
customers so that they can stay and travel comfortably with the help from travel firms.
For example: Hilton hotel is a hospitality firm providing accommodation services to the
customers (Accommodation in Hilton hotel, 2019). Customer service executive of the
Hilton is responsible for looking out for issues of the customers regarding the room
bookings, rooms enquiry, facilities provided to customers etc.
 Catering: Such types of establishments provides food and beverages to the customers.
For example, Penniblack is an event catering firm of UK in which the customer service
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executive is responsible for resolving the issues of customers regarding the events which
should be organised by company (About Penniblack, 2018). The executive also provides
the necessary details to the customers regarding the venue of event, food, etc. Tourist guides and information agents: The customer service executive can also work in
this field for providing the information of agents and guides to the customers. For
example: Tour manchester is a travel guide provider in which the role of the customer
service executive is to provide the details of best and affordable guides which can provide
the information of sites to customers in their language (Bain and Kleinknecht, 2016).
Also the customer service executive look out for the issues of customers towards the
service of company.
 Tour operators and Travel agents: The customer service executive can also work in this
field too for providing the customers with the suitable and correct information regarding
the tour packages, destinations and facilities included etc. For example: Saga holidays is
a tour operator in which the customer service executive is responsible for providing the
package details to the customers, facilities included in packages, prices and types of
packages, location etc. to the customers (About Saga Holidays, 2019).
These above discussed job profiles and fields are useful for the people in order to get
suitable work experience in the tourism sector, travel sector, cinematography sector etc. So it can
be said that there are various options for the employees and students who wants to gain good
knowledge and working experience according to their choices (Boud, Cohen and Sampson,
2014).
1.2 Negotiate with work and academic supervisors
Negotiation refers to the process through which differences among the individuals are
settled up for getting the best outcomes for both parties. The employees need to negotiate with
the company so that the vacant job can be grasped by individuals on their specific terms
(Brinkmann, 2014). The customer service executive of an organisation is responsible for answer
incoming calls from customers regarding the various issues such as take orders, answer inquiries,
resolve complaints and provide information etc. which should also be performed by me at the
workplace. After analysing the limitations or constraints, I negotiated with my supervisors
regarding the roles and responsibilities which are performed by me at the workplace. This
negotiation in respect of the limitations is as follows:
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 Stress: For the stress, I negotiated with the supervisor that in the peak hours, I should be
given flexibility in work such as work from home and flexible working hours. This is
negotiated as I can work till late night and can come late to office due to the delay in
night. This was a win win strategy as the work of the company is executed properly
which ensures satisfaction of supervisor and I can come according to my time.
 Change: For the change, I negotiated that the updated information must be provided to
me for the changes in the policies, products etc. so that I can provide correct solution to
the problems of customers. This is also a win win strategy as both me and supervisor are
happy with the decision (Csikszentmihalyi, 2014).
1.3 Business constraints on the work experience
Constraints is business refers to the barriers or limitations which can impact the learner in
gaining the knowledge. Some of such constraints are as follows: Stress: The job of the customer service executive is to handle the queries and issues of
their customers. But in dealing with the customers, the customer service executives faces
various problems due to the rude behaviour of customers, verbally abusive customer etc.
This can lead to stress as they have to deal with a large number of customers through the
communication channels such as phone, message, email etc.
 Change: The customer service executives are available on the front line of the
organisation and they face different types of customers throughout their working. They
did not stay updated with the changes in products and services of the organisation due to
which they could not provide the proper information to the customers (Custódio and
Metzger, 2014).
Learning Objective 2
2.1 Tasks and responsibilities involved in the work experience
As a customer service executive, it is essential for me to follow the schedule of work
according to the plan. The alignment of schedule and plan is essential for generating the suitable
and proper outcomes through which the company can provide its services to the customers
properly. There are various roles and responsibilities for the success of the business and some of
these task which are performed on the priority basis are discussed below:
Primary role
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 Satisfaction of customers: Satisfaction level of customers is monitored by the customer
service executive based on the reviews and feedback from customers. Due to the
improved satisfaction level, customers feels good and extraordinary which is beneficial
for the company in attracting a huge number of customers (Dong, Seo and Bartol,
2014). This is also helpful for the company in getting an above competitive advantage
over the rivals of same sector.
Secondary role Upgradation of Technology: As a customer service executive, it is essential to select and
optimise the power of technology which is beneficial for me in attracting a large number
of customers towards the offerings of the company. This technological power includes
online bookings, promotions, etc. through which company can provide ease to the
customers in getting the services of company (Dornan and et. al., 2014).
Tertiary role Quality of products: It is the responsibility of the customer service executive to ensure
that the customers are satisfied with the products or services provided by the company.
Customer service executive needs to convey the weakness or improvements to the
production process based on the reviews and feedbacks from the customers so that
hygienic factor and the policies should be effectively maintained by the company which
were formulated by the company earlier.
 Maintaining records: Also it is the responsibility of the customer service executive to
manage and maintain the records of their customers and services of the company. It is
required in case of queries of past customers or for resolving the issues of workplace and
employees.
From the above discussed roles and responsibilities, it can be said that the roles should be
assigned to the employees based on their skills and capabilities so that the assigned work can be
finished in the given time frame (Dragan, Gordon and Srinivasa, 2017). Other roles and
responsibilities of the customer service executive are managing the journey of customers,
developing and conveying the strategies to customers, resolving the issues and problems of
customer etc.
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2.2 Plan for the work experience
A large number of information regarding the roles and responsibilities can be grasped by
me during my working at the position of customer service executive through the past
experiences. Also I can learn the methods through which the tasks and responsibilities of an
organisation can be managed and regulated along with the understanding of nature of work for
improving the skills and capabilities of the employees. I will be assigned with several projects
which should be completed on timely manner. Through these projects, I can acquire valuable and
essential knowledge regarding the various functions of organisation. April 2018 to June 2018: It is my initial time in the company when I was recruited as a
customer service executive of the organisation. During the hiring, company stated that
they will provide me training sessions so that I can learn regarding the working culture,
workplace environment of the company along with the employees etc. This training was
provided so that I can handle the assigned work, other employees etc. at the workplace.
This time period can be proved good for me as I will get the information regarding
various functions and operations of the firm as well as I will get the opportunity to
enhance my existing professional and personal skills such as communication, technical
etc. for the development of my future career. My skills and knowledge will improve after
the training process which can assist me in executing my future work effectively. July 2018 to August 2018: This will the second phase of my work experience at the
organisation. After finishing the training, I would be exposed to the workplace and work
will be assigned to me along with the deadlines for executing the assigned work. Due to
the quality of grabbing the knowledge easily, I could be able to execute the work on
timely basis. I may get the opportunity to work on multiple projects and also I can finish
them in the predetermined deadlines of time. My responsibility as the customer service
executive will be to handle and resolve the issues of customers regarding the tickets,
booking, services provided by staff etc. My work will be to investigate the problem and
its root cause so that suitable measures can be taken for resolving them which is possible
through my problem solving skills. Through these roles and responsibilities in the Saga
holidays, I will get the opportunity to polish my existing skills and knowledge which can
be used in the travel and tourism sector organisations. I can acquire a lot of learning in
this phase which will assist me in the future time period.
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 September 2018 to October 2018: This is the last phase of my working as a customer
service executive. In this phase, I will perform the assigned work in an effective manner
so that I would get the promotion to the position of assistant customer service. My
promotion is possible as I have the skills such as time-management, leadership, problem
solving and innovative skills through which I can manage and lead the workers towards
the organisational goals and objectives.
2.3 Benefits of the proposed activities
The benefit of the proposed activities for the employer and me are as follows:
Basis Employer Employee
Satisfaction of customers This is beneficial for the
company in improving the
brand image of the company.
It is beneficial for employees
in improving their skills for
performing better in future
time.
Upgradation of Technology Through this, the company can
effectively produce their
products and service.
This is beneficial for
employees as they can improve
their efficiency and
performance by using the
technology.
Quality of products Through determining the
errors in the products,
company can manufacture the
products according to the
feedbacks gathered by me
through the customers which is
beneficial in gaining the trust
of the customers.
This is beneficial for the
employees as improved quality
products are useful for
attracting and satisfaction of
the customers which leads to
increased revenue and profit.
This can results in enhanced
salary.
Maintaining records This is beneficial for the
company in resolving the
issues of their past customers
which is necessary for
These are beneficial for
employees as they can
determine the past issues of
customers and take suitable
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improving the brand image. actions for similar issues.
Learning Objective 3
3.1 Fulfil specified requirements of placement
Customer service executive is the person who have to answer all the queries in effective
manner so that customer wouldn't be dissatisfied from the services of firm. There are some skills
that should must be required by customer service executive, are given as below:
Communication skills: These are very important because without it any query of
customer can't be resolved in easy manner. It is very essential for the executives to having good
communication skills so that after listening the specific queries of customers effective results
would be provided to them (Gruenewald and Smith, 02014).
Self-control: Customer's queries can be come through various areas so it is very essential
for them to having ability of handling both easy and hard times so that customer's requirement
would be fulfilled in effective manner.
Willing to help when needed: They should have also that kind of skills so that if any
serious query is occurred at any time then it will be resolved in easy manner along with a specific
time period.
Patience: It is very important for the customer service executives to solving queries of
customers with patience. For e.g. customers who are aggressive in nature and questions more to
the executives should be listened and answered to them in more patience. So that, it wouldn't
impact on the mind-set of customers in negative manner.
Work well with others: If the customer service executives are not supportive in nature
and having no skills of working in a team then it can impact adversely on the mindset of
customers (Jepson, 2014). Therefore, It is also very essential for them to acquire skills of
working through taking support from colleagues so that better results would be provided to the
customers
Willing to go the extra mile to please customers: Customers are more important
because without them customer service executive job is nothing. Therefore, it is important for
them to provide willing in each query of the customers so that better satisfaction would be gained
from them (Koenigsberger and Tlusty, 2016).
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3.2 Produce systematic records of work undertaken
In a company, various methods can be used for systematically recording the tasks for
effective working in an organisation. Customer service executive plays an important role in
effective working of an organisation. He helps organisation in developing strong relationship
with clients and customers by answering their questions, help them in resolving problems and by
making suggestions regarding purchase of products and services (Kolb, 2014). For effective
working as a customer service executive, I used some methods which helped me in maintaining
organised documentation of the tasks which are undertaken on daily basis. The following are the
methods:
Log book: It is a document which contains all the information regarding an individual
performing the job and his roles and responsibilities in the organisation. I wrote all the
responsibility of me in the log book for executing the priority based work first.
Work Schedule: Work schedule depicts the various tasks which are being allotted to
different employees by their employers as per their tasks and responsibilities. Tasks are being
allotted in order to improve employees performance and productivity of an organisation (Leslie,
2017). I used this method for scheduling the work activities which are important to execute.
Roles performed by customer service executive
ACTIVITY OBJECTIVE fulfilled within
previous organisation
NEXT TARGET
To answer calls My objective was to answer
the calls of customers for
providing them information
regarding their issues and
needs as well as to handle the
complaints of the customers.
Next target was to keep
records of the contacted
customers.
To keep records The objective was to record all
the details of inquiries
complaints of the customers so
that these can be used for
future complaints.
My next target was to advise
the customers.
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To advice customers The objective behind
performing this work is to
provide the guidance and
support to customers regarding
the purchasing of any product
or service provided by the
company.
Next target was to handle
grievances of customers.
To handle grievances of
customers
The objective behind to handle
grievances is to maintain the
brand image of the company
among the customers which
has been achieved by the
company as the complaints of
the customers was resolved.
My next target was to take
action for satisfying the needs
of customers.
To take action to satisfy the
need of customer
The objective behind this
activity is to take strict action
against the consumer
complaints which had assisted
the firm in developing a
feeling among the customers
towards that brand.
After resolving the issues and
complaints of employees the
next target was to maintain the
loyalty of customers towards
the brand.
3.3 Revise the initial plan
Based on the requirements, the initial work experience plan was revised which is as
discussed below: April 2018 to June 2018: In this phase, training regarding the improvements in technical,
communication and interpersonal skills will be provided by the company. This is
necessary as my interpersonal and technical skills was lacking from the past some time
such as resolving the complaints of customers. Also the training for coordinating with
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the team members is necessary as I have to deal with the team members for gathering the
required information for resolving the issues and problems of the customers (Lindgren,
Packendorff and Sergi, 2014). Through the improvement in these skills, I can achieve
good efficiency and performance as the skills are improved for performing the work of
customer service executive in an effective manner. July 2018 to August 2018: In this second phase, I needs to handle the issues and
problems of the customers in an effective manner so as to improve their satisfaction level
and experience towards the offerings of firm. Also there are chances that I will be
exposed to heavy work load which can be easily handled by me as I have already
negotiated with the supervisors regarding the flexible working hour which will bring
better productivity to the organisation and my work. I should develop my problem
solving ability as my work will be to provide the solution to the problems of the
customers. These solutions can be associated with booking, experience of customers etc.
which can leads to the customer satisfaction if the issues were resolved as earliest as
possible. However, I faced the problems in resolving the issues and complaints as well as
in maintaining the records of past customers due to having excessive workload.
 September 2018 to October 2018: It is the last phase of my plan in which I can get the
opportunity of promotion to a higher position in the company. Also I can act as the acting
assistant in absence of the assistant due to having several good skills through which I can
handle the work of assistant customer service manager. Also I can act as trainer for the
new recruits and interns due to having the experience of working as a customer service
executive (Mislevy and et. al., 2017). Apart from these, I can continue my work for
resolving the issues of high profile customers whose issues are not cleared or resolved by
other executives. For this phase, I forgot to handle the issues effectively as I was also
engaged in other project which was assigned by the company.
3.4 Suggestions for improvement
The work based learning is all about gaining the experience from the activities which
have been performed by an employee in an organisation. The primary suggestion that are
recommended for the customer service executive are:
 They needs to use of some digital technology in order to attract more customers. Use of
digital technology will help in recording transactions in more appropriate manner and
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