Customer Service Assistant Review

I am a call handler for The AA. Each day I have to talk to our customers about their memberships with us and sell new products and new memberships. Some of my calls are just informing calls to let customers know what they are entitled to as it is easy to forget.

Doing my course has allowed me to focus on the role that I have and to see what areas I need to find out more about. I have been able to look for information that I was not sure about and when the information has been online, I have had the time to look this up.

I really enjoy this course. It is good to be able to grow within my role at work. Making a review of the information that I know and have learned has made me a more effective call handler. I am a very keen learner and it is nice to able to find a new area within which I can expand myself.

I have been a bit bemused with how the course that I am doing has been organised. I started with one tutor, swapped over to a new tutor and then after a few months I was passed back to the original tutor as she left. I then found out that some things need to be caught up on as they have not been done.

My employer has been good in finding time for me to come off the phones to do the work for my course on most weeks. When we have needed to go through things together, my manager has been very helpful and supportive. I have been encouraged to go around the office asking different people for information that they know about.

I have been advised of the information that I need to do to build within this qualification. The change of trainers has made it harder for me, because not all information has been correctly recorded. However, the trainer that I have at the moment has been very responsive and come back to my questions I have emailed over. My only real complaint is that not enough information has been given to my manager.

It allows me to focus on my role. Doing my own PDP has allowed me to focus my attention on areas where I felt that I needed to improve. I have been more aware of these areas because I set them for myself and my manager and I added them to the company PDP.

I understand that there is a number of football teams in the company. I suspect that they are all male. Being female and having zero interest in football, these do not include me. If there is anything else I am not aware of this. Working all different shifts would make group activities quite difficult.

Yes

I have done so before. I think this is a nice place to work. Nearly everyone is friendly and polite and we all support each other when life or telephone calls are not easy to deal with. The company makes it clear that there is a focus on keeping the staff happy as happy staff lead to happy customers.

Remember to keep as positive as possible. Having a positive and polite manner makes it a lot easier to fit in and make friends in the workplace. Remember that customers matter. If you are finding the training is difficult, don't be afraid to ask to go over things that you are not sure of. It is better to have a good idea of what you are doing before you are dealing with phone calls.