UNIT 14: INVESTIGATING CUSTOMER SERVICE

WHAT’S THE RIGHT THING TO DO?

ANCA SPINU
182136
JOSHUA HAMES
Contents
INDRODUCTION.....................................................................................................................................3
P4 DEMOSTRATING COMMUNICATION AND INTERPERSONAL SKILLS APPROPRIATE TO MEET
CUSTOMERS NEEDS IN DIFFERENT SITUATIONS....................................................................................3
CUSTOMER SERVICE SCENARIO:........................................................................................................3
OBSERVATION RECORD:.....................................................................................................................4
P5 REVIEW OWN CUSTOMER SERVICE SKILLS, IDENTIFYING GAPS WHERE IMPROVEMENTS COULD BE
MADE.....................................................................................................................................................5
INDRODUCTION

P4 DEMOSTRATING COMMUNICATION AND

INTERPERSONAL SKILLS APPROPRIATE TO MEET
CUSTOMERS NEEDS IN DIFFERENT SITUATIONS.

CUSTOMER SERVICE SCENARIO:

OBSERVATION RECORD:
P5 REVIEW OWN CUSTOMER SERVICE SKILLS,
IDENTIFYING GAPS WHERE IMPROVEMENTS COULD BE
MADE

THE REVIEW FROM THE PERSON I DID MY SCENARIO WITH:

I did my scenario with Jaime. He acted my three scenarios first and then I acted the scenarios he
created for this customer service assignment. This is a review on how his performance as an
employee in customer service.

First scenarios: this was a face-to-face interaction, Jamie had to deal with me being and angry
customer that didn’t receive their laptop and they are annoyed. They want to know why the delivery
is taking so much and they are becoming very impatient. James faced this customer with
professionalism, he was trying to reinsure the angry customer that he will sort the problem out and
that they will deliver the product as soon as possible. The first thing that Jamie did is ask what their
name and surname is, what is the package reference number, and he checked to see the status of the
delivery and what the problem could be. Jamie was polite and the tone of his voice was very friendly,
he was showing good communication skills by the way he was reassuring the customers that he will
solve the problem. He also presented a very positive attitude that make the customer, at the
beginning angry, calm down and trust him. He was answering all the questions the customers were
asking with honesty and reliable responses.

Second scenarios: this was a face-to-face interaction with a happy customer. This was a young
customer that needed a laptop for her academic work. She wanted a suggestion on what's the best
laptop she could get and what are the features. The employer in this case, Jaime, needed to be
impatiently and provide her with the best information based on all his knowledge. Jaime had very
good product knowledge, he knew what every laptop did and what were the features of every single
one. His personality was kind andhe seems like he was trying to help her find the best product for
her. His body language suggested positivity and he showed very good listening skills by the fact that
he was listening carefully the requirements the customer had.

Third scenarios: this is a face-to-face interaction with a customer that has special requirements. This
is a man that have a language barrier and makes it very hard for the employer to communicate to
him. Jaime needs to find a method to communicate with him and help his purchase the product he
wants. Jaime tried to communicate to him in English but that didn’t work so he tried to find different
methods to communicate to him. He used sigh language and nonverbal communication like body
language. He presented very good patience skills, and he didn’t lose the calm trying to communicate
with a non-English speaker. He was positive and he was showing respect. He tried his best to help the
customer purchase the best product fir him.

What could be improved?

Jaime presented very good general customer service skills. One thing what Jaime could improve to
make his customer service skills is confidence. There was a lack of eye contact which make Jaime
seen like he is not really interested in the conversation with the customer. I you don’t make eye
contact with the customer they will think that you don’t want to talk with them, and they will be
unhappy.
P6 PRESENT CLEAR, EFFECTIVE DEVELOPMENT PLAN FOR OWN CUSTOMER SERVICE SKILLS.

SKILLS HOW TARGET DATE

CONFIDANCE Confidence is one of the most 25/10/2023
important skills that a person
working in customer service
should have. This is because if
you don’t have confidence,
you are not going to be able to
communicate efficiently with
the people in front of you. I
need to improve this skill so I
can make eye contact with
customer and provide them
with the best service I can.
Working under pleasure This is a very crucial skill in 30/09/2023
customer service as I will deal
with a lot of people that will
stress me and they will be
angry. Also, as a customer
service person will need to do
more things at the same time
so they will need to deal with a
lot of stress.
Body language This is very crucial because as 4/02/2024
a customer service person you
need to make sure you can
communicate thru body
language not only verbal
communication.
patience Anther skill that I will need to 7/08/2023
improve is patience. This is
very important as I will be
dealing with very impatient
and angry people, so I need to
make sure I'm not getting
annoyed.

M3 ASSES HOW THE DEVELOPMENT PLAN HAS IMPROVED THE PERFORMACE OF CUSTOMER
SERVICE SKILLS.

By creating this development plan helps me improve mw=y skills as I will know exactly what skills I'm
missing and how I'm getting those skills. This is very important and effect as by having this plan I can
see each step and work one by one till the last one. This development plan is also good as I it has a
deadline, so this makes more motivated to work towards my final goal which is to achieve the
missing skills.