Administration and Office Skills
Service Excellence for Administrators
Practical skills to serve internal and external customers well, every time and on every channel.
Practical skills to serve internal and external customers well, every time and on every channel.
About this course
Every administrator serves someone. You may answer the phone at reception, process leave forms, chase supplier invoices or reply to clients on WhatsApp. Each contact either builds trust or wears it down. This course gives you practical tools to serve people well, keep your promises, handle complaints calmly and protect your own energy while you do it.
COURSE STRUCTURE • Module 01: Introduction to Service Excellence • Module 02: Your Customers and Their Expectations • Module 03: Listening, Questioning and Empathy • Module 04: Written Service: Email, Chat and WhatsApp • Module 05: Handling Complaints Step by Step • Module 06: Difficult and Abusive Customers • Module 07: Going the Extra Mile and Recovering from Mistakes • Module 08: Consistency, Teamwork and Measuring Service • Module 09: Looking After Yourself in Service Roles • Module 10: Putting It into Practice
HOW IT WORKS Work through each module online. Most modules end with a short knowledge check (60% to continue). The course ends with a final assessment: pass mark 80%, 60 minutes, 3 attempts. Learners who pass receive a MetaCo certificate.
COURSE MATERIALS Learner Manual, Activity Workbook, Quick Reference Guide, practical toolkit, Action Plan and Evaluation Form, attached to Module 01.
Course content
Module 1: Module 01: Introduction to Service Excellence
- 1.1 Introduction to Service Excellence
Module 2: Module 02: Your Customers and Their Expectations
- 2.1 Your Customers and Their Expectations
- 2.2 Case study
Module 3: Module 03: Listening, Questioning and Empathy
- 3.1 Listening, Questioning and Empathy
- 3.2 Case study
Module 4: Module 04: Written Service: Email, Chat and WhatsApp
- 4.1 Written Service: Email, Chat and WhatsApp
- 4.2 Case study
Module 5: Module 05: Handling Complaints Step by Step
- 5.1 Handling Complaints Step by Step
- 5.2 Case study
Module 6: Module 06: Difficult and Abusive Customers
- 6.1 Difficult and Abusive Customers
- 6.2 Case study
Module 7: Module 07: Going the Extra Mile and Recovering from Mistakes
- 7.1 Going the Extra Mile and Recovering from Mistakes
- 7.2 Case study
Module 8: Module 08: Consistency, Teamwork and Measuring Service
- 8.1 Consistency, Teamwork and Measuring Service
- 8.2 Case study
Module 9: Module 09: Looking After Yourself in Service Roles
- 9.1 Looking After Yourself in Service Roles
- 9.2 Case study
Module 10: Module 10: Putting It into Practice
- 10.1 Putting It into Practice