Unit 14 - Customer Service (Assignment 2)[DISTINCTION] P5 P6 M3 D3
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Course
Unit 14 - Investigating Customer Service
Institution
PEARSON (PEARSON)
In this assignment, I have discussed points of my customer services roles. These points can be put into your scenarios.
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This model essay is about the strengths and weaknesses of my performance along with a development plan to enhance and improve it.
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I then explain how it improved my skill...
Unit 14, Assignment 2 .
This assignment will include a strengths and weaknesses of my performance, during my
demonstration of presenting the customer service skills I currently possess. I will also show
ways I am able to develop the strengths and improve my weaknesses.
I also analyse the ways of how this development plan improved my performance, and lastly,
any recommendations of my own to help my customer service skills; communication and
interpersonal skills especially. I finish with a detailed conclusion.
P5
Strengths/Weaknesses Analysis .
One strength I displayed was the accuracy in the things that I had to say, and their
relevance. I managed to ensure that the things that I said were things that the customer
would be useful, and accurate. It is important to ensure the things I name and explain are
accurate and reliable, otherwise the customer would almost definitely get agitated with the
service they are receiving.
The second strength would be how I dealt with the situation. Once they explained their
situation to me, I initially apologised, and proceeded to list the things within my power that I
am able to do. This is good as this suggests I’m truly there to help them, which is an ideal
thing to have customers know. It enables them to be at ease and less stressed, and will
likely make them be willing to work with those helping them.
A third strength I exhibited was good product knowledge. I knew things about the product
which enabled me to provide accurate, compact information about them, increasing the
likelihood of a customer buying one of the products. I was just in the things that I said and
made sure there weren’t any secret twists behind the products, which is something many
people do. This is a good strength to have as it suggests I have great negotiation skills. It is
a skill that many employers look for, especially in retail settings.
A weakness I have is my tendency to say ‘err’ a lot. I’m not too sure why I do this, but I
believe it’s because I struggle on what I should say; my brain can be quite slow, but after
some time, I can think of many useful and relevant things. I also believe it is because I’m
shy, I’m not the best at social situations which can cause me to slightly panic, and therefore I
struggle with things to say. This isn’t a good trait to have as it may seem like I am quite
clueless, as if I don’t know what I am doing. This could lead to the customer getting mad(der)
as they may feel like they aren’t getting the customer service they deserve.
A second weakness can be my nervousness. This was shown through how I looked to the
side every so often; I’m not the greatest at holding eye contact. I also spoke pretty quietly, I
didn’t project my voice enough. The reason being, I’m not a very confident person. This is
also a reason I may panic on the inside, and this can cause me to say the first thing that’s
appears in my mind out of instinct. This may lead to me saying something I should,
something that can potentially be offensive.
Another weakness would be how, in some situations, I only contributed with two or three
sentences. It potentially implies I don’t care much about the customer, which really isn’t a
good look for myself, and the business I work for. Although it is somewhat unlikely, there’s
always the chance I may get demoted, sacked, or get my wage/salary lowered. This could
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