Employability skills Assignment Example | Topics and Well Written Essays - 2500 words

Employability skills - Assignment Example Working in the sales department with a team dealing with customer support is certainly a huge task that comes with huge responsibilities. Setting up personal responsibilities in this area is somehow similar to updating job description to increase tasks and responsibilities, which are congruent with the overall objective of the organization. One needs to ask him/herself the following questions before setting responsibilities; what have I done? What do I need to do in order to progress myself? Finally, how do I execute it? These three questions are important in ensuring that your personal responsibilities meet both personal and interests of the organization. My first personal responsibility as a customer support personnel involves satisfying the expectations of the client. The second responsibility involves coordinating with individual users of our service to assess their needs. The third responsibility involves providing adequate information to the clients all the time. The fourth res ponsibility involves developing effective rapport with other service colleagues. The fifth responsibility involves ensuring that you are up to date with current service delivery methods and procedures to increase customer satisfaction. Performance targets unlike personal responsibilities, which makes use job description, go beyond the tasks and duties stated in the job description. Armstrong, (2009; p6) elucidates that when an idea of high quality job performance crosses your mind then one starts to think about expected job outcomes. Everyone at the work is always expected to meet his or her job objectives and thus the need for personal performance targets. For instance, customer support staffs need to ask themselves the following question in order to effectively set personal performance goals. How am I expected to act with the customers and support center colleagues? What are the mandatory organization values? Finally what procedures, methods and process should I employ? My perform ance targets based on my experience in working as a customer support personnel include but not limited to the following: Responding to at least 90% of all the incoming enquiries either through main or telephone; Attending to at least 99% of all complaints from customers promptly; Enhancing my customer service and interpersonal skills within 3 months. Contact at least 60% of new customers to find out about satisfaction of the services. Contact at least 70% of the clients who received a repair to find out if they were satisfied by the services. Evaluating personal effectiveness against defined objectives is an important undertaking for every employee considering that it demonstrates areas where an individual employee effectively succeeded and where he/she requires improvements (Keller, 2010; p196). Self-assessment is applied in a wide range of professional settings including customer support services and therefore it is a noble idea for customer support personnel to undertake self-ass essment to establish their effectiveness to meet customer care challenges and above all their competence in relation to customer service skills. An evaluation of my personal effectiveness against personal objectives played a significant role in knowing my level of performance with respect to competency in customer service skills. One of the biggest challenges that most employers face is how to motivate their employees to attain their full potential at work. It is