MASTERING CUSTOMER SERVICE SKILLS FOR ADMINISTRATIVE ASSISTANTS

About Course

This course is tailored for administrative assistants who play a crucial role in maintaining positive customer interactions. Participants will learn customer service best practices, effective communication techniques, and problem-solving skills to provide exceptional support in various administrative settings.

Understand the importance of customer service in administrative roles within the Philippines.
Communicate professionally and empathetically with clients and colleagues.
Handle customer inquiries, complaints, and requests effectively.
Collaborate with team members to enhance the overall customer experience.
Apply problem-solving skills to resolve customer-related challenges.
Maintain a positive and customer-centric attitude in various situations.

Course Content

MODULE 1: INTRODUCTION TO CUSTOMER SERVICE EXCELLENCE

Introduction

00:00
Understanding the Role of Customer Service in Administrative Functions

00:00
Importance of Positive Customer Interactions for Organizational Success

00:00
Identifying Key Elements of Exceptional Customer Service

00:00

MODULE 2: EFFECTIVE COMMUNICATION STRATEGIES

MODULE 3: CUSTOMER INTERACTION CHANNELS

MODULE 4 PROBLEM-SOLVING TECHNIQUES FOR ADMINS

MODULE 5: COLLABORATIVE CUSTOMER SUPPORT

MODULE 6: HANDLING CUSTOMER COMPLAINTS

MODULE 7: GOING THE EXTRA MILE: EXCEEDING CUSTOMER EXPECTATIONS

MODULE 8: CULTURAL SENSITIVITY AND DIVERSITY IN CUSTOMER SERVICE

MASTER CLASS

HOW TO GET YOUR CERTIFICATE

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About Course

What Will You Learn?

Course Content

MODULE 1: INTRODUCTION TO CUSTOMER SERVICE EXCELLENCE

Introduction

Understanding the Role of Customer Service in Administrative Functions

Importance of Positive Customer Interactions for Organizational Success

Identifying Key Elements of Exceptional Customer Service

MODULE 2: EFFECTIVE COMMUNICATION STRATEGIES

Introduction

Developing Active Listening Skills

Verbal and Non-verbal Communication Cues.

Tailoring Communication to Different Customer Personalities

MODULE 3: CUSTOMER INTERACTION CHANNELS

Introduction

Email Etiquette and Writing Customer-friendly Responses.

Phone Etiquette and Handling Customer Calls.

Navigating Customer Inquiries Through Live Chat

MODULE 4 PROBLEM-SOLVING TECHNIQUES FOR ADMINS

Introduction

Analyzing Customer Issues and identifying Root Causes

Applying Critical Thinking to Find Practical Solutions

Dealing With Difficult or Irate Customers Professionally

MODULE 5: COLLABORATIVE CUSTOMER SUPPORT

Introduction

Coordinating with Different Departments to Address Customer Needs

Sharing Customer Insights to Improve Products or Services

Teamwork in Delivering a Seamless Customer Experience

MODULE 6: HANDLING CUSTOMER COMPLAINTS

Introduction

Turning Complaints into Opportunities for Improvement

De-escalation Techniques for Managing Upset Customers

Resolving Issues While Maintaining a Positive Relationship

MODULE 7: GOING THE EXTRA MILE: EXCEEDING CUSTOMER EXPECTATIONS

Introduction

Surpassing Customer Expectations Through Personalized Service

Recognizing and Rewarding Exceptional Customer Service within the Team

Building Long-lasting Customer Relationships

MODULE 8: CULTURAL SENSITIVITY AND DIVERSITY IN CUSTOMER SERVICE

Introduction

Understanding Cultural Differences and Their Impact on Customer Interactions

Adapting Communication Styles for Diverse Clientele

Treating Every Customer with Respect and Inclusivity

MASTER CLASS

5. Five Levels of Business Customer Service Part 2

14. Personal Primers

15. Steps to Great Customer Service

16. Problem Resolution Process

18, Steps to Resolving Negative Situations

HOW TO GET YOUR CERTIFICATE

Instructions

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