Placement Experience Report Assignment Sample

Introduction :Placement Experience Report

During my internship I work as a customer experience representative at Scape, University of Sydney. My role as a customer service includes handling customer interactions, resolving the customer’s complaints, making respond to the phone calls, emails as well as maintaining the records of customer service. My experience was at the placement is quite effective, during the period I always make sure to prioritize students satisfaction by effectively and actively listening to their requirements. In the course of placement, I faced challenge in providing understanding to the students regarding the cleaning fees. It is a difficult challenge for me but with the help of my skills I effectively able to solve the student’s queries and problems. For the customer service representative three selection criteria are engaging customers and responding to their needs, high computer literacy and commitment to deliver high quality output.

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Importance of Customer Engagement and Responsiveness

The reason of choosing the customer engagement and responding to their requirement as a selection criteria because the prime job of customer service representative is to promptly address the complaints and queries of customers to satisfy them. Computer and technical knowledge is important to use several programs and tools to assist team and customers and work in a smooth manner. The third chosen selection criteria as in the role of customer service are important to deliver services within the standard time. During the period of internship my communication skill as well as conflict resolution skills improves in the proficient manner. During the internship period, I solve different kind of student’s problem regarding to accommodation as a result I have to deal with the diverse kinds of students. This leads to enhance my communication and conflict resolution skills as I become aware of how to use words, tone and body language to provide clear understanding to the listener. In addition, with the help of internship I develop various skills such as problem-solving, critical thinking and time-management skills. All this assist me in future to perform my job in efficient manner and to engage more customers and satisfied their needs.

MAIN BODY Effective Communication Skills for Engaging Customers

The selection criteria for the customer services are engaging customers. I can effectively able to attain this with the help of the effective communication skill. Within my job role, the employability skill is crucial as at the Scape various students comes with their queries related to understand charges for different facilities such as accommodation, gaming lounge, BBQ areas and so more. At that time, communication skills of mine helped me to fulfill my duties in efficient manner by addressing to the queries of the students. Communication skill is an ability to share ideas and opinion (Fahmi and Ali, 2022). During internship via human capital theory, the individuals are able to develop the skills and abilities through the means of training (Moodie and Wheelahan, 2023). To engage the students and respond to their needs I attentively listen to their questions and complaints and then politely acknowledge them. Empathic listening of mine helps me to show customer that I am listening and understanding what they are saying. After listening to the students with the help of the communication skill I try to aware the students about different facts and try to solve their issues in the significant manner to satisfy them efficiently. This leads to help me to engage the students as well as enhancing their experience while addressing their requirement in prompt and timely manner.

While communicating with the students I used clear language with right and soft tone, which leads changes in the aggressive behavior of student and enables them to listens my opinion. This employability skill of mine helps in fulfilling my duty in effective way as referring to the skill I always tries to avoid negative language like using words can`t , no and unfortunately while addressing the customers. For example, a student came to me with the problem of charging extra fees in the name of cleaning fee. At that time I used my communication skill, where I first focus on listening what student wants to convey, then to give them clear understanding of the situation, I used soft language and answer them in clear and concise language. This assists me in providing clear understanding to the students. Thus, the selection criteria are essential which helps in fulfilling my duties effectually by engaging and responding to the customers.

Technical Proficiency in Customer Service

Another selection criterion for the job of customer service representative is having a technical knowledge. In modern era, the introduction of the new technology such as AI, automation as well as data analytics, use of digital tool is important to perform the job role in the most efficient manner. Thus for the customer service representative having a technical capability is a selection criteria. Technical capability refers to the knowledge of using technical tools such as computer, data analytics techniques which leads to help in work in innovative and smooth manner (Xu et al, 2020). My technical skill helps me to use different kinds of software and IT tools to address the students issues on online website of the organization. With the help of data analytics skills I used to evaluate the data regarding identify the kinds of problem facing by the students, their frequency and assessment of the solutions. This makes me enable in fulfilling my duties in a significant manner. For instance, via data analytics skill, I evaluated problem and by consulting with the team members as well as through brainstorming I found solutions so that corrective actions can be taken. This enables me to provide instant and rapid response to students or customers whenever the individual come with the queries. Further, it enhances the satisfaction of customers as well as enables me to fulfill my job role also. Moreover, in current times, the use of emerging technology such as AI and automation increase to automate routine task (Mishra and Tyagi, 2022). Within the boundaries of technological skills I used automation tools such as chatbot it includes automated ticketing as well as gathering customer data and analytics. It assists me to pair qualified services with the students who required assistance quickly. Hence, employability skills of mine make me an right candidate to perform the job role of customer service representative and aids me in complete my duties in the best manner which is beneficial for me, organization and customers.

Time Management for Prompt Service Delivery

Third one selection criteria for customer service representative includes delivering services on a standard time. My time management skill matches the criteria. Time management skill refers to ability of an individual to use the time efficiently and wisely so that able to complete the task as well as activities in set time limit (Suri, 2020). Referring to the skill I always focus on fulfilling the task within a set time frame which is essential need for the performing customer service role. For example, during my internship I had to solve the problem of students regarding the inappropriate management at Scape within the 2 hour. To use my time management skill I used STAR model. It includes four elements situation, task, action and result (Wu et al, 2024).

Situation: To solve the complaint of student in timely and quick manner, I used my time management skill where I make a to-do list for all team members to get quick solution. I set a deadline for all members to get solution within time frame.

Task: Referring to the skill, I lead to influence the workforce.

Actions: Emphasis placed on drafting time-plan, scheduling all the activities and attainment of the goals within a stipulated time-frame.

Result: Through the time management skill, I am able to success to respond the student’s complaints on the standard time which is helpful in satisfy customers as well as attaining their confidence in the customer service department of the organization (STAR Model, 2024).

Thus, the employability skill of mine mainly time-management enables me to complete my job in the significant way as well as helps me to attend and address the customer’s grievances, queries and complaints in the set standard time. This skill is essential for me to enhance my productivity, decline overall stress throughout the day as well as meeting the personal and organizational pre-decided targets. Further, the quick responses leads to boost the satisfaction level on the other hand delay becomes the reason of dissatisfaction, therefore time management skill is crucial as it meets the selection criteria too. Also, it is identified that addressing issues on time directly correlates with the conversion rate as a result, timely achievement of goals leads to higher conversion as they remain the potential customer interested and engage.

Therefore, I analyzed that during the period of internship my employability skills enhanced as I am become skilled and efficient in using communication skill, time management skill and technical skill. All this skills are important requirement for fulfilling the selection criteria of engaging customer, using technical skills and meeting the customer service standard on time. The internship makes me a competent individual for the role of customer service representative. The placement experience helps me to grow personally and professionally as well as to become successful in my career in customer service.

CONCLUSION

By summing up the report, it has depicted that I have gained large number skills and competencies while working as the customer experience representative in the University of Sydney. I have effectively fulfilled the three selection criteria that include the customer engagement, high computer literary and high quality outputs that have resulted in selection for this role. I have successfully attained these criteria due to effective communication skill, technical skills and time management skill. The communication skill helped me in effectively undertaking student complaint and queries and support in convening most optimum measures through which such issue could be resolved. This skill also helps in politely listening to other’s perception and aids in enhancing overall satisfaction of the students. I have identified that all the customer services activities are undertaken with the help of technology for which I need to have effective technical skills. Through my technical skill I was engaged in evaluating the past data and determine most common issues faced by the student focused on conveying this to the management. This help in reducing scope of issues and support in successful completion of the role.

Further my time management skill support me in completing the entire task within the limited time and help in resolving maximum quires by effectively utilizing the allotted time. This also helps in providing maximum outcome in the limited time that enhances overall profitability of business entity. I have identified that development of all these three skills will help in my future growth and development. This skill will help in easily adapting to new working environment and support me in adjusting in new organization. While working in other organization, my technical skill will aid in enhancing my overall efficiency and time management skill help in fulfilling the entire deadlines project that result in gaining better opportunity in future.

REFERENCES

Books and Journals

• Fahmi, I. and Ali, H., 2022. Determination of Career Planning and Decision Making: Analysis of Communication Skills, Motivation and Experience (Literature Review Human Resource Management).Dinasti International Journal of Management Science,3(5), pp.823-835.
• Mishra, S. and Tyagi, A.K., 2022. The role of machine learning techniques in internet of things-based cloud applications.Artificial intelligence-based internet of things systems, pp.105-135.
• Moodie, G. and Wheelahan, L., 2023. Human capital theory and its discontents. InAccess, lifelong learning and education for all(pp. 51-79). Cham: Springer International Publishing.
• Suri, R., 2020.Quick response manufacturing: a companywide approach to reducing lead times. Productivity Press.
• Wu, B., Yu, S., Chen, Z., Tenenbaum, J.B. and Gan, C., 2024. Star: A benchmark for situated reasoning in real-world videos.arXiv preprint arXiv:2405.09711.
• Xu, Y., Shieh, C.H., van Esch, P. and Ling, I.L., 2020. AI customer service: Task complexity, problem-solving ability, and usage intention.Australasian marketing journal,28(4), pp.189-199.

Author Bio

Jazmine McCullough   4 years | MBA

Hello, students. I am Jazmine McCullough. I am a professional writer of management academic papers. When I was in university, pursuing my MBA degree assignments used to haunt me a lot. That's why I have written this blog to make sure that students don't face the issues I used to face. Alongside this, I also offer my assistance to students in completing their assignments. With 4+ years of experience in this field, I can assure you the best quality for your projects.