Admin and Customer Service Diploma

Course details

In a business to flourish customers feedback is extremely essential and to make sure customers are dealt with appropriate means and measure one needs first to learn office administration and customer skills which are very critical in the line of business. In this course, you will take in the essential abilities, learning, and data about office organisation and client benefit.

You will figure out how to recognise what regulatory strategies to be incorporated into your business. This is a progression of exchanges about managerial, and client benefit bolster. It will also help you understand how massive scale associations are overseen. Also, you will have the capacity to take in the structures and goals engaged with directing of administrator collaborator and client benefit.

COURSE CURRICULUM

Admin Support

• Getting Started
• Getting Organized (I)
• Getting Organized (II)
• Managing Time
• Getting It All Done On Time
• Special Tasks
• Verbal Communication Skills
• Non-Verbal Communication Skills
• Empowering Yourself
• The Team of Two
• Taking Care of Yourself
• Wrapping Up

Administrative Management

• Getting Started
• Why Your Office Needs Administrative Procedures
• Gathering the Right Tools
• Identifying Procedures to Include
• Top Five Procedures to Record
• What to Include in Your Binder (I)
• What to Include in Your Binder (II)
• Organizing Your Binder
• What Not to Include in the Procedure Guide
• Share Office Procedure Guide
• Successfully Executing the Guide
• Wrapping Up

Organisational Skills

• Getting Started
• Remove the Clutter
• Prioritize
• Scheduling Your Time
• To-Do Lists
• Paper and Paperless Storage
• Organization in Your Work Area
• Tools to Fight Procrastination
• Organizing Your Inbox
• Avoid the Causes of Disorganization
• Discipline is the Key to Stay Organized
• Wrapping Up
• Organisational Skills Course for Administrator Level 2- Activities

Customer Service Skills

• Understanding Customer Service
• Identifying Customer Expectations
• Providing Excellent Customer Service
• Focusing on the Customer
• Customer Service and the Telephone
• Handling Complaints
• Enduring Stress

Customer Relations and Dealings

• Getting Started
• The Right Attitude Starts with You
• Stress Management (Internal Stressors)
• Stress Management (External Stressors)
• Transactional Analysis
• Module Six - Why are Some Customers Difficult
• Dealing with the Customer Over the Phone
• Dealing with the Customer In Person
• Sensitivity in Dealing with Customers
• Scenarios of Dealing with a Difficult Customer
• Following up With a Customer Once You Have Addressed Their Issue
• Wrapping Up

Customer Service: Telephone Etiquette

• Getting Started
• Aspects of Phone Etiquette
• Using Proper Phone Language
• Eliminate Phone Distractions
• Inbound Calls
• Outbound Calls
• Handling Rude or Angry Callers
• Handling Interoffice Calls
• Handling Voicemail Messages
• Methods of Training Employees
• Correcting Poor Telephone Etiquette
• Wrapping Up

Customer Relationship Management

• Customer Relationship Management
• What CRM Is and Who It Serves
• Checklist for Success
• Requirement Driven Product Selection
• Considerations in Tool Selection
• Strategies for Customer Retention
• Building the Future
• Homegrown vs. Application Service Provider
• Evaluating and Reviewing Your Program
• The Development Team

Microsoft Office Word

• Getting Started
• Opening
• Working with the Interface
• Your First Document
• Basic Editing Tasks
• Basic Formatting Tasks
• Formatting Paragraphs
• Advanced Formatting Tasks
• Working with Styles
• Formatting the Page
• Sharing Your Document
• Wrapping Up

Microsoft Office Powerpoint

• Getting Started
• Opening PowerPoint
• Working with the Interface
• Your First Presentation
• Working with Text
• Formatting Text and Paragraphs
• Adding Pictures
• Advanced Formatting Tasks
• Working with Transitions and Animations
• Setting Up Your Slide Show
• Showtime!
• Wrapping Up

Microsoft Office Excel

• Getting Started
• Opening Excel
• Working with the Interface
• Your First Worksheet
• Viewing Excel Data
• Building Formulas
• Using Excel Functions
• Using Quick Analysis
• Formatting Your Data
• Using Styles, Themes, and Effects
• Printing and Sharing Your Workbook
• Wrapping Up

Updated on 23 February, 2022