Question

1. Assessment 2: Project

   You are working as a Manager at ABC Company and you manage 10 junior customer service officers. You are interested in taking on more managerial roles and responsibilities. You know that the company has a program dedicated to assisting staff with self-improvement and development, as long as it is in line with the company’s main goals of improving customer service and providing an exceptional experience to all customers. You can see current employees’ skills and knowledge below:

   	Roles and responsibilities	Current skills and knowledge
   Junior customer service officers	Ensuring customer satisfaction through reliable and timely customer service Receive and handle both initial and escalated consumer enquiries Manage client accounts and follow up with outstanding payments Liaise with stakeholders	Excellent communication skills and committed to achieving customer service of the highest standard; Ability to relate and personalise responses for each consumer experience Proficient Microsoft Office skills Attention to detail & demonstrate active listening Experience in retail and welcome

   Current 2 senior customer service positions are still vacant. Senior customer service officers’ key responsibility areas:

   •   Provide guidance to the customer service staff to ensure all customer needs are met.
   •   Work with the Customer Service Team to deliver optimum service to our internal and external customers within the agreed timeframes.
   •   Assist in the development of strong working relationships across all departments and raise awareness of the support the Customer Service Team can provide to service delivery.
   •   Assist with building the capacity and attitude of the customer service staff to provide exceptional customer service.
   •   Assist with the development and implementation of the Customer Relationship Model.
   •   Actively participate in developing and implementing customer service systems which will improve the service delivery and enhance the image of ABC.
   •   Monitor and report on customer service protocols and identify process improvements relevant to Customer Service across the organisation.
   •   Provide frontline customer service including processing customer requests, receipting and switchboard operation.
   •   Train staff in all aspects of their Customer Service Officer role and liaise with all departments to provide guidance on our customer service systems.
   •   Monitor and maintain directories and databases
   •   Manage the purchase, storage and allocation of stationery for the organisation to ensure adequate supplies are maintained at all times.
   •   Manage the roster system for all customer service staff.
   •   To resolve relevant problems and complaints from the public and advise management on system improvements in line with ABC.

   Question 1: Research and summaries your findings:

• Career development theories, models, frameworks and strategies for customer service officers
• Apply codes of professional conduct and career development standards, and how they can be applied in ABC Company
• What regulatory requirements, policies, guidelines, standards and resources should apply
  
  Question 2:
  Analyse, plan, implement and evaluate career development services; determine the needs of your junior customer service officers; plan for support systems and resources required to provide high-quality career development service delivery; establish and maintain relationships with professional peers and service providers.
  
  Question 3:
  Explain how to apply effective action-planning skills in career development counselling services and how to establish ongoing professional and follow-up support for clients of career development services.
  
  Question 4:
  Explain how to encourage junior staff to commit to, and access, career development services; you need to establish mechanisms to follow-up provision of career development services.
  
  Question 5:
  Explain the strategies to ensure records storage, security and privacy in accordance with professional and organisational requirements and how to establish referral procedures and contracts.
  
  Question 6:
  Identify own professional development needs and complete required professional development activities.

Answer 1

1. Research and summaries your findings:

· Career development theories, models, frameworks and strategies for customer service officers

· Apply codes of professional conduct and career development standards, and how they can be applied in ABC Company

· What regulatory requirements, policies, guidelines, standards and resources should apply

ANS:

Holland's hypothesis recommends that individuals coordinate their skills and personality to a workplace that is comparative, and that the vast majority need to work with a domain of individuals like them. The hypothesis isolates the two personalities and work environments into six essential classifications, which structure a hexagon in a particular request. For client assistance official this hypothesis works viably in building up the vocation. This hypothesis expect that individuals of one character type will need to work in a field and condition that is like their character type. The individuals who pursue this arrangement are bound to be happy with their profession and be effective in it. ABC Company can apply Learning and Skills Act 2000 section 140 to enhance and sharpen the skills of their employees through training and learning.

ABC Company career development theory

Practitioners/people are able to acquire their optimum potential when they get a job in accordance to their knowledge and capability.

ABC Company – Manager: Responsible for achievement monitoring, motivation development, enabling and empowering, and offering responsibilities.

These will be undertaken by junior custom officer (10 junior officers)

The practice of career development in ABC Company enables junior employees to acquire skills through skill development programs in their identified job areas. Hence career dedication is a result of job fulfilment.

Framework of ABC Company

The framework demonstrates the service leadership with clients fulfilment as a basic target exploiting managerial competence and their interdependence on each other.

Strategies for ABC Company Service staffs

Ø client service infrastructure

Ø delivering on the promises

Ø addressing client feedbacks as the major subject

Ø client sympathy

Ø each staff in the Company should have excellent product knowledge

Apply codes of professional conduct and career development standards, and how they can be applied in ABC Company

Codes of professional ethics includes: equity and diversity confidentiality scope of practice.        

ABC Company must train staffs to regard the nobility of every individual. This encourages organization to get great picture in an aggressive market. The data of client ought to be made secret, this illuminates the issues of protection of client and they can have trust in your demeanor. In extent of training, just those staffs that has the predefined capability and expertise must be given the predetermined position. Additionally, the staffs must have least capability to be kept for work.

Career development guidelines searches for vocation advancement hypothesis and its execution and practice with administrator and junior client care staff of ABC Company. This causes staffs to build up the abilities to deal with their predefined work and vocation. This also helps for fearlessness and developing open doors in showcase for custom assistance staffs. Vocation advancement encourages chief to choose staff to the fitting sources, staff business related intrigue and needs skill.

What regulatory requirements, policies, guidelines, standards and resources should apply?

Normally restraining from deliberately commanding to, or coercing client choices lifestyles, values, plans, or beliefs can be an ideal way to apply.

Ø Carrying out research and report findings through the process that is constant with the approved ethical and scientific standards of educational, psychological and social research practices.

Ø Representation of professional competencies, experience and training correctly

Ø Monitoring, maintenance, and improvement of professional competencies

Ø Functioning with the limits of their experience and training

Analyse, plan, implement and evaluate career development services; determine the needs of your junior customer service officers; plan for support systems and resources required to provide high-quality career development service delivery; establish and maintain relationships with professional peers and service providers.

i). Analysis

Career development services are best in empowering junior customer service staffs to investigate and settle on choices about work and learning alternatives. The means in career development management incorporate, helping them to make vocation arrangements for future activity; furnishing them with the open door for self-investigation; and focusing on their administrations to junior customer service staffs. There were instances of very viable and exhaustive help conveyance, just as occurrences of lacking service, raising issues of supplier responsiveness, quality and consistency. The convenience of sites is subject to the degree to which they are open, useable and exhaustive.

ii). Planning:

Identification of your career alternatives

The development of career alternatives by evaluating career values, skills, interest for self-assessment which assist in professional and follow-up support for clients of career development services.

II. Making Evaluations

Making comparison of the most rewarding career option against the list of ranked skills, interests, and values.

iii. Consideration of other factors: There is need to pay attention beyond individual preferences. Obtaining advice from family, colleagues, and friends and considering possible clients results and challenges for each of the financial options.

iii). Implementing and Evaluating Career Development Services;

• Training: Training employee to enhance their skills and knowledge is key to career development. Evaluation: Evaluating career development can

• Pre-post questionnaire or test

• Follow-up study

• Questionnaire

• Exit interview

iv). Determining the needs of your Junior Customer Service Officers;

The needs of junior officers will be determined through prioritization of professional skill development.

The junior customer service officers should be highly disciplined with high communication and interpersonal skills.

The junior customer service should have patience. They should equally have ability to use positive language, time management skills, ability to read client moods, attentiveness and knowledge of the product.

v). Plan for support systems and resources required to provide high-quality career development service delivery.

Identify Your Career Options. Build up a refined rundown of vocation choices by looking at your inclinations, aptitudes, and qualities through self-evaluation. Restricted your vocation alternatives by investigating profession data, looking into organizations, and conversing with experts in the field. You can additionally limit your rundown when you participate in encounters, for example, shadowing, volunteering, and temporary jobs. MIT understudies can sign in to get to My Plan, an online self-appraisal device offered through our office, can be a valuable beginning stage.

Prioritize. What are your top abilities? What intrigues you the most? What's generally critical to you? Regardless of whether it's mentally testing work, family-accommodating benefits, the correct area or a major check, it comprehends what makes a difference to you - and what's a major issue. We give abilities and qualities evaluations set up a meeting with a Career Advisor to exploit this administration.

Make Comparisons. Compare your most promising career options against your list of prioritized skills, interests and values.

Consider Other Factors. You ought to think about variables past close to home inclinations. What is the present interest for this field? In the event that the interest is low or section is troublesome, would you say you are OK with hazard? What capabilities are required to enter the field? Will it require extra instruction or preparing? By what means will choosing this choice influence you and others in your life? Accumulate counsel from companions, associates, and relatives. Think about potential results and boundaries for every one of your last choices.

vi). Establish and Maintain Relationships with Professional Peers and Service Providers.

To establish and maintain relationships with professional peers and service providers they is need to network and establish professional network.

Encouraging external class attendance will also maintain relationship with professional peers.

Considering office mentoring programs: through mentoring programs will promote building and establishment of leadership and development skills.

Explain how to apply effective action-planning skills in career development counselling services and how to establish ongoing professional and follow-up support for clients of career development services.

Different effective action-planning skills in career development counselling services are.

i) Identification of your career alternatives

The development of career alternatives by evaluating career values, skills, interest for self-assessment which assist in professional and follow-up support for clients of career development services.

II. Making Evaluations

Making comparison of the most rewarding career option against the list of ranked skills, interests, and values.

iii. Consideration of other factors: There is need to pay attention beyond individual preferences. Obtaining advice from family, colleagues, and friends and considering possible clients results and challenges for each of the financial options.

Set ‘SMART’ Goals

Specific-Identify your objective unmistakably and explicitly

Measurable-incorporate clear criteria to decide progress and achievement.

Attainable – the objective ought to have a half or more prominent possibility of achievement.

Relevant-the objective is significant and applicable.

Time bound-Commit to a particular time allotment

3. Explain how to apply effective action-planning skills in career development counselling services and how to establish ongoing professional and follow-up support for clients of career development services.

Identify Your Career Options. Build up a refined rundown of vocation choices by looking at your inclinations, aptitudes, and qualities through self-evaluation. Restricted your vocation alternatives by investigating profession data, looking into organizations, and conversing with experts in the field. You can additionally limit your rundown when you participate in encounters, for example, shadowing, volunteering, and temporary jobs. MIT understudies can sign in to get to MyPlan, an online self-appraisal device offered through our office, can be a valuable beginning stage.

Prioritize. What are your top abilities? What intrigues you the most? What's generally critical to you? Regardless of whether it's mentally testing work, family-accommodating benefits, the correct area or a major check, it comprehends what makes a difference to you - and what's a major issue. We give abilities and qualities evaluations set up a meeting with a Career Advisor to exploit this administration.

Make Comparisons. Compare your most promising career options against your list of prioritized skills, interests and values.

Consider Other Factors. You ought to think about variables past close to home inclinations. What is the present interest for this field? In the event that the interest is low or section is troublesome, would you say you are OK with hazard? What capabilities are required to enter the field? Will it require extra instruction or preparing? By what means will choosing this choice influence you and others in your life? Accumulate counsel from companions, associates, and relatives. Think about potential results and boundaries for every one of your last choices.

Make a Choice. Pick the profession ways that are best for you. What number of ways you pick relies on your circumstance and solace level. In the event that you're right off the bat in your arranging, at that point recognizing numerous alternatives might be ideal. You may need a few ways to build the quantity of potential chances. Then again, narrowing to a couple of choices may better center your pursuit of employment or graduate school applications.

Set "SMART" Goals. Now that you’ve identified your career options, develop an action plan to implement this decision. Identify specific, time-bound goals and steps to accomplish your plan. Set short-term goals (to be achieved in one year or less) and long-term goals.

Create Your Career Action Plan. It's essential to be sensible about desires and courses of events. Record explicit move steps to make to accomplish your objectives and assist yourself with remaining sorted out. Verify them as you complete them, yet don't hesitate to alter your profession activity plan as required. Your objectives and needs may change, and that is superbly alright.

Meet with a Career Advisor. Our advisors are here to help you make effective career decisions. Make an appointment on Career Bridge to talk about your career options and concerns

4. Explain how to encourage junior staff to commit to, and access, career development services; you need to establish mechanisms to follow-up provision of career development services.

1. Having regular evaluations: Ensuring employees’ needs are being met professionally, and having them set their own goals for the next year.

2. Recognize Accomplishments: Where an employee is doing well there is need to allow for promotion. Recognizing these junior staffs makes them feel appreciated and it motivates them in their work.

3. Allow for Growth within the Company: Where junior employees are doing well, they should be promoted to higher positions which gives them a sense of accomplishment.

4. Prioritizing Professional Skill Development: Taking time to focus on certain skills that can be applied in work and actually which are working on them will assist these junior employees become better professionals.

5. Encourage external class attendance: These junior customer service staffs should be encouraged to attend sessions, classes, or conferences that pays attention to essential skills that are linked to their career.

6. Encourage Networking: Having your junior customer service get connected and knowing others in the industry will help them grow their role over time.

7. Consider an Office Mentoring Program: A mentoring program will build leadership and develop skills for junior customer service employees.

8. Implement Cross-Departmental Training:

5. Explain the strategies to ensure records storage, security and privacy in accordance with professional and organisational requirements and how to establish referral procedures and contracts.

Tasmania takes accountable steps in safeguarding personal info from interference, misuse, loss and unlicensed access, alteration and disclosure. These steps include: physical security over paper-based and electronic information stockpiling and premises; PC and system safety efforts, including utilization of firewalls, secret word get to and secure servers; limiting access to your own data to workers, volunteers and those following up for our sake who are approved and on a 'need to know' premise; holding your own data for no longer than it is sensibly required, except if we are legally necessary to hold it for more; and going into classification concurrences with staff and outsiders.

Where we never again require your own data, including where we are never again legally necessary to keep records identifying with you, we will guarantee that it is de-recognized or crushed. This may incorporate utilizing classified waste receptacles, destroying or erasing records.

6. Identify own professional development needs and complete required professional development activities.

Patience:

Time management skills

Clear and professional communication skills

Attentiveness

Knowledge of the product

Ability to make use of positive language

Acting skills

Ability to read the mood or desire of the customer

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