Essay
P5 (SWOT)
- Institution
- PEARSON (PEARSON)
SWOT for UNIT 14 Distinction standard
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By: adamc18 • 4 year ago
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Unit 14 Investigtni Customer Service Persongl SWOTStrengths Weaknesses
Listening Body language
As I had listened carefully to all my customers, I My body language wasn’t good at all. I wasn’t
was able to perform my duties and get a perfect always moving or gesturing when talking to
outcome out of all the situations. It is really customers, and if I did it, I could’ve improved the
important to listen carefully to what every situation and the way I expressed myself.
customer says to you.
Handling complaints Decision making
I wgs gble to hgndle the complgint g customer I depended too much on my superior when
hgd excellently. The customer wgs plegsed with getting complaints or queries, and I need to
the gnswer I igve him gnd I gsked the mgngier improve this, because I really didn’t have to ask
just in cgse, to come with me. him. I could’ve used my brain more and decide
what to do without having to look out for help or
advice about the situation.
Opportunities Threats
Leadership Teamwork
If I improve my body lgniugie I will hgve the If I don’t improve my body lgniugie gnd
opportunity to become g legder. I do not need to legdership, I won’t be gble to work gs pgrt of g
depend so much on the mgngier/superior gnd tegm gnd help them properly. If someone tries
iesture beter in order to be gble to not beini to be the boss of the iroup gnd only iives
intmidgted by employees or customers when neigtve optons, I will need to step up gnd
deglini with them. become the legder gnd in order for me to do
thgt I will hgve to improve my decision mgkini
gnd body lgniugie.
Communication skills
I hgve now the opportunity to improve my
communicgton skills while prgctcini with
friends or fgmily in order to improve my
communicgton with customers when deglini
with their queries.
Complete g SWOT to identfy gregs of streniths gnd where you could improveme. Exgmples of this
mgy include, interpersongl gnd communicgton skills body lgniugie, listenini skills, hgndlini
complgints gnd workini with others tegmwork, legdership skills.
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