Customer Service for Administration – 10 Days

About Course

This course is designed for administrative professionals who want to develop exceptional customer service skills. Over 10 days, participants will gain the knowledge, tools, and techniques to effectively interact with internal and external customers, fostering positive relationships and enhancing the overall administrative experience.

Understand the importance of customer service in the administrative role.
Develop effective communication skills for interacting with internal and external customers.
Learn techniques for problem-solving and conflict resolution.
Master phone etiquette and email communication best practices.
Build positive relationships with customers and colleagues.
Apply customer service principles in various administrative tasks.

Course Content

Introduction to Customer Service
Definition and Importance of Customer Service in Administration The Customer Journey and Meeting Expectations Different Types of Customers (Internal & External) Understanding Customer Needs and Wants

Communication Skills for Customer Service
Active Listening Techniques Effective Verbal and Non-verbal Communication Email and Phone Communication Best Practices Dealing with Difficult Conversations

Problem-Solving and Conflict Resolution
Identifying and Defining Customer Problems Creative Problem-Solving Techniques De-escalation Strategies for Conflict Resolution Customer Service Policies and Procedures

Building Positive Relationships
Importance of Relationship Building in Administration Building Trust and Rapport with Customers Exceeding Customer Expectations Techniques for Effective Customer Follow-Up

Technology and Customer Service
Utilizing Technology for Customer Interactions CRM Systems and Customer Data Management Online Communication Platforms and Tools Troubleshooting Technical Issues for Customers

Professionalism and Customer Service
Maintaining a Professional Demeanor Importance of Confidentiality and Data Security Time Management for Effective Customer Service Continuous Improvement and Self-Evaluation

Putting it into Practice
Comprehensive Case Studies and Group Discussions Role-Playing Scenarios for Customer Service Situations Peer Feedback and Performance Improvement

About Course

What Will You Learn?

Course Content

Introduction to Customer Service Definition and Importance of Customer Service in Administration The Customer Journey and Meeting Expectations Different Types of Customers (Internal & External) Understanding Customer Needs and Wants

Communication Skills for Customer Service Active Listening Techniques Effective Verbal and Non-verbal Communication Email and Phone Communication Best Practices Dealing with Difficult Conversations

Problem-Solving and Conflict Resolution Identifying and Defining Customer Problems Creative Problem-Solving Techniques De-escalation Strategies for Conflict Resolution Customer Service Policies and Procedures

Building Positive Relationships Importance of Relationship Building in Administration Building Trust and Rapport with Customers Exceeding Customer Expectations Techniques for Effective Customer Follow-Up

Technology and Customer Service Utilizing Technology for Customer Interactions CRM Systems and Customer Data Management Online Communication Platforms and Tools Troubleshooting Technical Issues for Customers

Professionalism and Customer Service Maintaining a Professional Demeanor Importance of Confidentiality and Data Security Time Management for Effective Customer Service Continuous Improvement and Self-Evaluation