*NEW*Unit 14 Investigating Customer Service: M3 - Assess how the development plan may improve the performance of customer service skills.
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Unit 14 - Investigating Customer Service
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PEARSON (PEARSON)
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Unit 14 Investigating Customer Service: M3 - Assess how the development plan may improve the performance of customer service skills.
btec business level 3 national diploma
positive language. As, Negative phrases may
not only frustrate a customer but make him
or her lose confidence in a brand.
One of my strengths is also my ability to
effectively listen. My strong listening skills
allowed me to address the customer's
needs and inquiries in a quick and efficient
manner. I used active listening to show my
attentiveness and empathy to the customer
issue.
External
Opportunities Threats
★ Recruiting/ Attracting quality ★ Increased competition (online,
employees (replacing weak national chains, overgrowing e-
performers) commerce service etc.)
★ Training; Improving Sales/Customer ★ Poor Customer Service (Wait times,
Service Skills etc.)
★ Exceeding customer expectations, ★ Losing good/professional/trained
building devoted and loyal employees
customers
★ Losing customers
★ Improving corporate culture
★ Social Media
★ Institutionalising processes to create
consistency
SELF ASSESSMENT REVIEW ON ROLEPLAY (GROUP)
a) Area of strength and weakness
In terms of my strengths in the role-play, I have found that my interpersonal problem
solving skills have been particularly effective. I am able to read the situation and understand
the needs of the other person, which allows me to come up with solutions that work for
everyone involved. Additionally, I have a strong grasp of effective body language and am
able to use it to convey my message clearly and confidently. My interpersonal skills have
also been an asset in role-play situations. I am able to connect with others on a personal
level, which helps to build trust and rapport. This has been particularly useful in situations
, where I need to persuade or influence others. In terms of acting skills, I have a good
understanding of how to convey emotions and portray different characters. This has allowed
me to create more realistic and engaging role-play scenarios. My knowledge of the product
has also been an asset. I have taken the time to learn about the product and understand its
features and benefits. This has allowed me to provide more detailed and accurate
information during role-play scenarios. However, I have identified some areas for
improvement. One of my weaknesses is not showing enough confidence in my abilities. I
sometimes doubt myself and my abilities, which can come across as insecurity during role-
play scenarios. Another area for improvement is my ability to use positive language. I have
found that I sometimes use negative language, which can be off-putting and make the other
person defensive. Lastly, I need to work on my communication skills. I have identified that I
sometimes struggle to communicate my message clearly and concisely. This can lead to
misunderstandings and confusion during role-play scenarios. Overall, I am pleased with my
strengths in role-play and am committed to improving in the areas where I have identified
weaknesses.
b) How you plan on improving independent skills
During my recent self-assessment review on role-play, I realised the importance of
improving my independent skills. To achieve this, I plan on setting specific goals and
deadlines for myself, prioritising tasks based on their importance, and regularly evaluating
my progress. One of my main goals is to improve my time management skills. I will start by
creating a daily schedule that includes time for work, study, exercise, and leisure activities. I
will also use time tracking tools to monitor how I spend my time and identify areas where I
can be more efficient. Another area I plan on improving is my decision-making skills. I will
practise making decisions based on facts and data, and consider the potential consequences
of each option. I will also seek feedback from colleagues and mentors to help me make
more informed decisions. Finally, I plan on improving my communication skills. I will practise
active listening, asking questions, and providing clear and concise feedback. I will also seek
out opportunities to present my ideas and collaborate with others to improve my teamwork
skills. Overall, I am committed to improving my independent skills and believe that setting
specific goals and regularly evaluating my progress will help me achieve success.
c) How will this help with your development plan
I have completed a self-assessment review on my role-play skills. This exercise has been
extremely beneficial for my development plan as it has allowed me to identify my strengths
and weaknesses in this area. By recognizing where I excel and where I need improvement, I
can create a targeted plan for growth and development. Additionally, this self-assessment
has provided me with a clear understanding of the areas that require more attention and
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