BM562 Consultancy in Practice: Skills Reflection and Future Career

This report evaluates the skills developed during a consultancy project, focusing on customer service. It reflects on the skills and abilities enhanced, such as active listening, problem-solving, communication, and time management. The report identifies the initial lack of product knowledge and digital platform proficiency, highlighting the learning experiences gained. It assesses the improvement in confidence levels through effective customer interaction and problem resolution. The report also explores how the acquired knowledge and skills can be applied to future career opportunities. Furthermore, it identifies three skills needing further improvement—communication, problem-solving, and time management—and outlines an action plan for their development. The report includes a job description, a personal specification, and a CV to demonstrate employability. The conclusion emphasizes the importance of customer service in retaining customers and providing value to the business.

Consultancy in
practice

Table of Contents
INTRODUCTION .............................................................................................................................3
Which skills or abilities have been developed and enhanced with a result of the project? ...3
What you experience which was not known at beginning of the business?............................4
By which extent level of the confidence has been improved?.................................................4
How could learning can be used for future career?................................................................4
Identify 3 skills that is required to be improved more and will be prospering for the business
career.........................................................................................................................................5
Job Description.........................................................................................................................7
CV.............................................................................................................................................9
CONCLUSION..................................................................................................................................9
REFERENCES.................................................................................................................................11

INTRODUCTION
The customer services is defined as process of proving an excellent quality of the services
to customers according to their needs. For the organisational management, it is essential to
identify the customer's needs and issues that are faced by them. In modern ear, customer services
has reached beyond to telephone call as now they can enjoy such services through video chats,
email and messages (Ghosh, Shaikh and Panray, 2022). Customer service department has
developed by the organisational management with the purpose to manage the customer's problem
and resolve them efficiently. Customers are most significant aspects for an organisation and if
customers are not satisfied with company's products then it is responsibility of the company to
satisfied them. This report will cover the skills that are improved and things didn't known at
starting of a project, what degree of the confidence improved and how developed learning aid in
future career. This project will also cover an action plan in order to fill ability gap along with a
CV and a personal specification.
Which skills or abilities have been developed and enhanced with a result of the project?
As my job role is to provide customer services in which my work is to solve the customer's
problems and query their doubts which they are facing. During this project, various type of skill
and abilities are developed in me that help to make my career more better. Certain of these
developed skill are mentioned below:
 Active listening- It basically means, listen to other person carefully and constantly and
then understand what they are trying to say in order to give them an effective solution
(Heskin and et. al., 2022). When working for this job profile an effective listening skill
has been developed in me as I had to continuously paid my attention on customer's
question in order to understand their main issue. Earlier, I has also a good listening skill by
by working this job helped my to evolve more this skill in me.
 Problem solving skill - I have also developed this skill during this job. As various types of
the issues are faced by the customers related to a product. By solving their queries and
complexities in less time aid me in developing my this skill. Improvement of this ability
help in handling or managing the queries effectively (Wood and et. al., 2022). .
 Communication - This skill is considered as most crucial skill that is required within
every field. To improve this skill a person must have to make efforts more. Being a

customer service provider I had to communicate with my customer constantly that result in
developing my communication skill efficiently.
 Time management- I had to tackle different customers on regular basis with different type
of the problems. So, in order to tackle them properly, I had to mange my time efficiently in
order to give them an effective solution as far as possible. Customer's management
quarries helps an individual a lot in improving this skill (Tewari, 2022).
What you experience which was not known at beginning of the business?
Initially, I was not so aware about the product and service in which company deals and
what quantity they are giving to customers. When I enter in this job, it help me a lot in gaining the
knowledge about products and services in which my company is dealing. I did not even know that
how to use the digital platform that help in improving the customer services. In my job profile it is
very essential for me to understand all these things and improve skill the support me to solve the
customer's problem efficiently. In starting of this project, I did not even know about social media's
power but after working in this filed, I become capable an effective utilisation of the social media
by which I can attract a large number of the customers by giving them a positive experience.
By which extent level of the confidence has been improved?
When working as a customer service provider various types of the skills or abilities has
been developed in me that enhance my confidence to a huge extent level. In initial phase I was
very tense and nervous because of my low confidence but when I started to take the
responsibilities on my shoulders and handle the customers problems efficacious. Because of that
job role my communication and time management skill has been improved or developed in me.
Now by this, I can efficaciously communicate to other person and give them an effectual solution
people feel very happy and feeling proud to realize that it boost their confidence at an extent level
(Schaefer, Sova, and Bardes, 2022).
How could learning can be used for future career?
During this job profile, I have learn many new things and also developed various skills or
knowledge that I have improved with the purpose to make my future better. By this learning a
perosn become able to seek more occupation in future (Kitchen and Tourky, 2022). Now I
understand importance of the effective communication, time management and problem solving

skill and when working in this company I had recognized that it is not possible to replace
contribution of the team members. An effective communication ability was used by me in
cracking my interviews and other problem solving abilities. Person also used this skill to handle
any critical situation very effectively (Patel and Patel, 2022).
Identify 3 skills that is required to be improved more and will be prospering for the business
career
Areas of
development
Time
duration
Actions to
accomplish
Current
situation
How will I
know that I
have been
successful
Progress
Communicati
on skill
3 month To develop this
skill I have to
practice to speck
with other and read
more and more
news paper, books
and magazine so
that it improve my
vocabulary and I
can make a
meaningful and
correct sentences.
As compared
to previous
time, now I
have become
more better
and also start
working
effectively to
accomplish
all my future
goals.
A successful
development
of
communicati
on skill in me
is measured
through
taking
feedback and
reviews from
my friends,
and
superiors.
This skill has
been improved
as now I am
capable to
communicate
with the my
customers
properly and
they are also
very happy
form me and
my services.
Problem
solving
2
months
For developing this
skill, I need to gain
more practical and
theoretical
knowledge along
with a dedication
to solve the issue
All the issues
which are
faced by my
customers is
effectively
understand
by me and I
Developmen
t of that skill
will be
measured by
the
satisfaction
level of my
Progress of
this skill
improvement
will be
measured
through
satisfaction of
the customer

effectively. To
improve this skill, I
also need to work
with the logical
puzzles and other
brain games.
would be
able to solve
their problem
as fast as
possible.
customers. with my given
solutions to
tackle the
problem.
Time
management
2 month With the purpose To
develop this skill,
firstly I need to
make a time table
of my daily routine
as this time table
will aid me in
remembering the
task and other
activities that I have
to do to attain this
goal. Along with
this I have also
make the tiny target
in order to feel
focused and
dedicated towards
my task. I need to
give priority to my
work that is very is
important.
For this, A
diary will be
maintained
by me as in
this, I will
start to write
all my daily
task that is
essential and
also need to
be attained
these task
within the
fixed time
limit.
Proper
programming
of task not
merely saves
my time but
it also help
me in
completing
my task
before the
given
deadline.
This skill
will be
measured by
the time
period of
task
completion .
I start to
manage the
customers
queries in
effective
manner. It
improve the
customer
satisfaction
level as well as
make feel them
happy.

Job Description
Personal Specification

CV
CONCLUSION
Form the above report it is concluded that in business organisation, there is an essential
role of the customer service. It not only aid the company in retaining the customer base but also

help them to give more values to their business. Their small fault can impact the whole function of
the entire organisation. Therefore, it is suggested to every organisation that they should provide a
satisfactory customer service that help them to give a positive experience to customer efficiently.

REFERENCES
Books and Journals
Ghosh, S., Shaikh, M. and Panray, G.B., 2022. The GP Consultant Model is the way forward to
strengthen skill mix delivery of health care in the NHS.
Heskin, L. and et. al., 2022. Simulation in upper and lower limb trauma skill acquisition: A
review. Simulation in Healthcare, 17(1), pp.54-65.
Kitchen, P.J. and Tourky, M.E., 2022. Creative Execution: Gaining and Retaining Customers and
Influencing Stakeholders. In Integrated Marketing Communications (pp. 147-172).
Palgrave Macmillan, Cham.
Patel, J. and Patel, J., 2022. A Standard Proposed Voice-Based Application for Virtual Assistance
on Cloud Service Platforms. In Proceedings of the International e-Conference on
Intelligent Systems and Signal Processing (pp. 523-533). Springer, Singapore.
Schaefer, G., Sova, J. and Bardes, J., 2022. 267: NOVEL DELIVERY OF VIRTUAL FCCS
SKILL STATIONS DURING COVID-19 PANDEMIC. Critical Care Medicine, 50(1),
p.118.
Tewari, S.K., 2022. INFORMATION TECHNOLOGY: A TOOL TO DRIVE CUSTOMER
EXPERIENCE. Academy of Marketing Studies Journal, 26, pp.1-14.
Wood, A.P. and et. al., 2022. Associations of Percent Body Fat and Motor Skill Development in
Preschool-Aged Children: National Youth Fitness Survey. Childhood Obesity, 18(1),
pp.50-55.