Admin and Customer Service Diploma

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 that 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

• Module One – Getting Started
• Module Two – Getting Organized (I)
• Module Three – Getting Organized (II)
• Module Four – Managing Time
• Module Five – Getting It All Done On Time
• Module Six – Special Tasks
• Module Seven – Verbal Communication Skills
• Module Eight – Non-Verbal Communication Skills
• Module Nine – Empowering Yourself
• Module Ten – The Team of Two
• Module Eleven – Taking Care of Yourself
• Module Twelve – Wrapping Up

Administrative Management

• Module One – Getting Started
• Module Two – Why Your Office Needs Administrative Procedures
• Module Three – Gathering the Right Tools
• Module Four – Identifying Procedures to Include
• Module Five – Top Five Procedures to Record
• Module Six – What to Include in Your Binder (I)
• Module Seven – What to Include in Your Binder (II)
• Module Eight – Organizing Your Binder
• Module Nine – What Not to Include in the Procedure Guide
• Module Ten – Share Office Procedure Guide
• Module Eleven – Successfully Executing the Guide
• Module Twelve – Wrapping Up

Organisational Skills

• Module One – Getting Started
• Module Two – Remove the Clutter
• Module Three – Prioritize
• Module Four – Scheduling Your Time
• Module Five – To Do Lists
• Module Six – Paper and Paperless Storage
• Module Seven – Organization in Your Work Area
• Module Eight – Tools to Fight Procrastination
• Module Nine – Organizing Your Inbox
• Module Ten – Avoid the Causes of Disorganization
• Module Eleven – Discipline is the Key to Stay Organized
• Module Twelve – 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

• Module One – Getting Started
• Module Two – The Right Attitude Starts with You
• Module Three – Stress Management (Internal Stressors)
• Module Four – Stress Management (External Stressors)
• Module Five – Transactional Analysis
• Module Six – Why are Some Customers Difficult
• Module Seven – Dealing with the Customer Over the Phone
• Module Eight – Dealing with the Customer In Person
• Module Nine – Sensitivity in Dealing with Customers
• Module Ten – Scenarios of Dealing with a Difficult Customer
• Module Eleven – Following up With a Customer Once You Have Addressed Their Issue
• Module Twelve – Wrapping Up

Customer Service: Telephone Etiquette

• Module One – Getting Started
• Module Two – Aspects of Phone Etiquette
• Module Three – Using Proper Phone Language
• Module Four – Eliminate Phone Distractions
• Module Five – Inbound Calls
• Module Six – Outbound Calls
• Module Seven – Handling Rude or Angry Callers
• Module Eight – Handling Interoffice Calls
• Module Nine – Handling Voicemail Messages
• Module Ten – Methods of Training Employees
• Module Eleven – Correcting Poor Telephone Etiquette
• Module Twelve – 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

• Module One – Getting Started
• Module Two – Opening
• Module Three – Working with the Interface
• Module Four – Your First Document
• Module Five – Basic Editing Tasks
• Module Six – Basic Formatting Tasks
• Module Seven – Formatting Paragraphs
• Module Eight – Advanced Formatting Tasks
• Module Nine – Working with Styles
• Module Ten – Formatting the Page
• Module Eleven – Sharing Your Document
• Module Twelve – Wrapping Up

Microsoft Office Powerpoint

• Module One – Getting Started
• Module Two – Opening PowerPoint
• Module Three – Working with the Interface
• Module Four – Your First Presentation
• Module Five – Working with Text
• Module Six – Formatting Text and Paragraphs
• Module Seven – Adding Pictures
• Module Eight – Advanced Formatting Tasks
• Module Nine – Working with Transitions and Animations
• Module Ten – Setting Up Your Slide Show
• Module Eleven – Showtime!
• Module Twelve – Wrapping Up

Microsoft Office Excel

• Module One – Getting Started
• Module Two – Opening Excel
• Module Three – Working with the Interface
• Module Four – Your First Worksheet
• Module Five – Viewing Excel Data
• Module Six – Building Formulas
• Module Seven – Using Excel Functions
• Module Eight – Using Quick Analysis
• Module Nine – Formatting Your Data
• Module Ten – Using Styles, Themes, and Effects
• Module Eleven – Printing and Sharing Your Workbook
• Module Twelve – Wrapping Up