Course Overview
This course is designed to empower administrative professionals with the skills and knowledge needed to deliver outstanding customer service. As the front line of an organization, administrative professionals play a crucial role in shaping the customer experience. This course will provide participants with strategies to enhance their communication, problem-solving, and interpersonal skills to ensure they can meet and exceed customer expectations. Participants will learn how to manage challenging situations, foster positive relationships, and create a customer-centric environment in their organizations.
Course Duration
5 Days
Who Should Attend
- Administrative assistants
- Executive assistants
- Office managers
- Customer service representatives in administrative roles
Course Objectives
By the end of this course, participants will be able to:
- Understand the fundamentals of customer service and its importance in an organizational setting.
- Develop effective communication skills to interact with both internal and external customers.
- Enhance problem-solving abilities to address customer inquiries and issues efficiently.
- Build strong customer relationships through active listening and empathy.
- Implement strategies to handle difficult customers and resolve conflicts professionally.
Course Outline:
Module 1: Understanding Customer Service Excellence
- Defining customer service and its importance
- The customer journey and touchpoints
- Building strong customer relationships
- Measuring customer satisfaction
- The role of the administrative professional in customer service
Module 2: Effective Communication and Interpersonal Skills
- Active listening techniques
- Verbal and nonverbal communication
- Building rapport and trust
- Handling difficult customers and complaints
- Providing clear and concise information
Module 3: Problem-Solving and Conflict Resolution
- Identifying and analyzing customer issues
- Developing effective problem-solving strategies
- Implementing solutions and following up
- Managing customer expectations
- Conflict resolution techniques
Module 4: Technology and Customer Service
- Customer relationship management (CRM) systems
- Email and phone etiquette
- Social media customer service
- Using technology to enhance customer experience
- Data privacy and security
Module 5: Continuous Improvement and Customer Focus
- Gathering and analyzing customer feedback
- Implementing service improvements
- Setting customer service goals and metrics
- Measuring and tracking performance
- Developing a customer-centric culture
