Consulting Practice: Skills Development, Reflection, and Career Plan

This report reflects on the skills developed during a consulting project, focusing on areas such as active listening, communication, problem-solving, and time management. It discusses the knowledge gained about the company's products and services, as well as the power of social media in customer service. The report also assesses the improvement in confidence levels and how the acquired learning can be applied to future career endeavors. Furthermore, it identifies three skills requiring further development for business career success, including communication and problem-solving, and outlines action plans for improvement. Finally, the report includes a job description, personal specification, and CV, highlighting the key skills and qualities required for the role.

Consulting in Practice

Table of Contents
INTRODUCTION ..........................................................................................................................3
Task 1- reflect on the process and evaluate your learning and your skills development.................3
Which skills have been developed or enhanced with the result of project?...........................3
What you know which was not known at the start of the business?......................................4
By which extent the level of confidence has been improved?..............................................4
How could the learning can be used for the future career?....................................................5
TASK 2 -Identify three skills which is required to be developed more and will be successful for
the business career...........................................................................................................................5
TASK 3- Key skills/ qualities that the job description in Appendix 1 requires from CV. .............7
Job Description.......................................................................................................................7
Personal Specification............................................................................................................8
CV...........................................................................................................................................9
CONCLUSION..............................................................................................................................10
References:.....................................................................................................................................11
Books and Journals...............................................................................................................11

INTRODUCTION
Customer service may be defined as the process of providing the best quality of services
to the customers as per their need. It is very important for the management of the business
organisation to identify the needs of the customers and the issues which are face by them (Oliver
and et. al., 2018). In the today's era, the customers service has reached beyond to the telephone
call . Now they are able to enjoy these services through emails, messages and video chats.
Customer service department is developed by the company management in managing the
problems of customers and resolve the complexities which are faced by them. Customers are
being considered as most important aspects of the company and if they are not satisfied with the
company products then its become their responsibility to satisfied them. The following report is
going is going to cover the skills which are developed and the things didn't known at the starting
of the project along with this, to what extent the level of confidence improved and how the
developed learning assist in the future career. This report also cover the action plan to fill the
skill gap along with the CV and personal specification.
Task 1- reflect on the process and evaluate your learning and your skills
development.
Which skills have been developed or enhanced with the result of project?
My job profile is the customer service provider in which I have to solve the problem as
well as the issues which are face by the customers by using the goods and services. Different
types of skills as well as knowledge has been developed by me within in myself during this
project which help me in making my career better. The skills which I have developed has been
discussed: -
 Active listening- active listening basically means, listen to the other person constantly
and understand that what they are saying and give them effective solution (Foerster, Tan
and Greiner, 2019). While working in this job profile effective listening has been
developed within me because I have to continuously paid attention in order to understand
that what the consumer trying to say. As I have good listening skill earlier but this job
help me more to evolve this skill within me.
 Communication: -communication skill is being considered as the most important skill
which is required in every field. In order to developed this skill an individual must have

to practice more and more. As a customer service provide I have to communicate with the
customer constantly which result in developing this skill within me.
 Problem solving skills: - this skill also been developed by me during this job profile. As
different types of problems are faced by the consumer related to the product (Agalawatta
Kaufmann and Malhi, 2020). By solving their issues and complexities within the less
time assist me in developing this skill within me. The development of this skill help in
handling the problems effectively.
 Time management: - I have to tackle various customer in a day with different types of
issues. So in order to tackle them I have to effectively manage my time give them
effective as fas as possible. The management of the customers quarries assist me in
developing this skill within me.
What you know which was not known at the start of the business?
At the initial stage I was not aware about the goods and services in which the firm deals
and in what quality of product they are giving to their customers. Entering to this job profile
assist me in getting full knowledge about the goods and services in which the company is dealing
and how to effectively use the online digital platform in order to improve the customer services.
As in the profile in which I am working it is very important for me to understand all these things
because with the help of this I can effectively solve the consume problem. At the starting of the
project I don't know about the power of social media but after working in this job profile I also
learn about the power of social media platform in order to attract the large base of customers and
give positive customer experience (Guo, 2018).
By which extent the level of confidence has been improved?
While working as customer service provider different types of skills has been developed
within me which increases my confidence to the huge extent level. As the initial stage I was very
nervous because of the low confidence but as the time goes I started taking responsibilities on
my shoulders and manage the customers problems in a very effective manner. As because of this
job profile communication as well as time management skill has been developed within through
with I can effectively communicate to any individual and give them effectual solution (Milea,
2020). I was very happy to realize that this boost my confidence.

How could the learning can be used for the future career?
The things which are learned by me during my job profile along with this the skill and
knowledge which I have developed help in making my future better. With the help these learning
I can seek more job profile in future. I understand the importance of effective communication,
problem solving and time management skill and while working in a firm I recognize that it is
impossible to replace the contribution of team members (Wambu and et. al., 2022). The effective
communication skill has be used by me in cracking the interviews and problem solving skill used
by me in order to handle the situation effectively.
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
Communicati
on skill
1month In order to
develop this I
have to read
more and more
books so that
my vocabulary
can developed
and I can make
the correct
sentences.
Along with this
communicating
with the other
people also
assist me
developing this
In
comparison
to the
previous time
I have
become
better and
start working
more hard to
attain all my
future goals.
The
successful
development
of this skill
within me is
measured by
taking
feedback
from my
superiors and
and
effectively
communicate
with the
customers.
This has been
developed as I
am able to
communicate
with my
customer’s in a
very proper
manner and
they are happy
form me.

skill within me.
Problem
solving
2 months To develop this
more practical
as well as
theoretical
knowledge is
required along
with the
dedication to
effectively
solve the
issues. Along
with this I also
have to work
out with logical
puzzles and
brain games.
All the issues
which are
faced by my
customers is
effectively
understand
by me and I
would be
able to solve
their problem
as fast as
possible
(Ghag,
Kellett and
Ackroyd,
2021).
The
development
of this skill is
measured
from the
satisfaction
level of the
consumer.
My progress
will be the
satisfaction of
the consumer
with my
solutions and
the successful
tackle of the
problem
Time
management
3 weeks To develop this
first I have to
make the time
time table of
the daily
routine. This
time table assist
me in
remembering
the task which I
have to do.
A diary has
been
maintained
by me in
which I
started
writing all
the daily task
which is
important
and need to
The proper
scheduling of
the task not
only saves
my time but
also help me
completing
the task
before
deadline. The
completing
I started
managing the
customer
problem
effective and
solve their
issues timely
which not only
improves the
customer
satisfaction
level but also

Along with this
I have to make
the small small
target to feel
focused
towards the
task and give
priority to the
work which is
important.
be completed
within the set
time limit.
of the task
before the
deadline is
used to
measure the
success
(Mann,
2020).
satisfied make
them feel
happy.
TASK 3- Key skills/ qualities that the job description in Appendix 1 requires
from CV.
Job Description

Personal Specification

CV

CONCLUSION
From the above report it has been concluded that within the business organisation
customer service plays a very important role. This not only helps them in retaining the customers
but also gives more values to the business. A small mistake make a huge impact on whole
functioning of the firm so various skills like problem solving skill, time management skill,
communication skill are needed to take the critical decision. Effective services given to the
customers assist in developing the brand image. If the customers feel satisfied form the company
services then they will refer the company product to other person which result in increasing the
sale.

References:
Books and Journals
Oliver, C and et. al., 2018. Reflexive inquiry: A framework for consultancy practice. Routledge.
Foerster, N., Tan, H. and Greiner, C., 2019, October. Enhancing mobile strategy consultancy
using a conceptual cognitive model of Mobile Moments. In 2019 IEEE 10th Annual
Information Technology, Electronics and Mobile Communication Conference
(IEMCON) (pp. 0461-0470). IEEE.
Agalawatta, N., Kaufmann, C. and Malhi, G.S., 2020. Transitioning to consultancy: From
caterpillar to butterfly!. Australian & New Zealand Journal of Psychiatry, 54(8),
pp.780-782.
Milea, V., 2020. Critical success factors in service design projects for IT consultancy company.
Ghag, J., Kellett, S. and Ackroyd, K., 2021. Psychological consultancy in mental health services:
A systematic review of service, staff, and patient outcomes. Psychology and
Psychotherapy: Theory, Research and Practice, 94(1), pp.141-172.
Mann, C., 2020. ‘We Might Have a Conversation Once a Week but the Quality Is High’:
Research and Consultancy in Primary Care Multidisciplinary Teams. In Professional
Communication (pp. 211-223). Palgrave Macmillan, Cham.
Guo, S., 2018. The Design and Development of a Design Consultancy for Product Design.
Wambu, O and et. al., 2022. Consulting for Sustainability and Social Impact in Social
Enterprises and Not for Profits: How to Do Consultancy Work. In Cases on Survival
and Sustainability Strategies of Social Entrepreneurs (pp. 216-242). IGI Global.