How do you think your college studies have prepared you for a customer service role at PLDT-Smart?

Situation

I recently graduated with a degree in Mass Communication, which may not seem directly related to telecommunications, but I realized many of my projects involved understanding audiences and resolving conflicts.

Task

My task was to translate the communication theories I learned into practical skills that could apply to a customer-facing role.

Action

In one project, I acted as a mediator between team members with differing opinions. I listened actively, paraphrased their concerns, and facilitated a compromise. I also took a course in public relations where we simulated handling complaints from clients.

Result

The team successfully completed the project ahead of schedule, and I earned a high grade for my conflict-resolution skills. This experience directly mirrors what I would do as a CSR: listening to customers, clarifying their issues, and finding mutually acceptable solutions.