Now that I take inbound calls, I am putting into practice some of the learning from my Back2Work Customer Service and Call Centre ETA course. Aspects such as customer service delivery, including attitudes towards customers and following a fair code of conduct relative to businesses and organisations, and how industry knowledge and research impacts how you can deliver the best possible customer service and enhance their experience, has come in handy in adapting to and training for my new role. My new role places a great emphasis on overall customer satisfaction and promoting a positive customer service environment where those investing in us, our service and our supplier specifically wish to be understood, listened to and valued. Not only that, but as my Back2Work course taught me as well, it is important to empathise and relate to our customers, many of whom we can understand as we too, as consumers, share many of the same issues and queries that they often encounter too. In my new role, I feel productive and well prepared by my course as somebody who enjoys helping people and being a part of something bigger, but also as somebody who enjoys growing my existing customer service skills and learning new transferable skills.