Download presentation
Presentation is loading. Please wait.
Published byPercival Lynch Modified over 6 years ago
1
Title: Admin Theory Overview Learning Intentions
17/11/2018 Title: Admin Theory Overview Learning Intentions Today I will review : Roles of an Admin Assistant Customer Service Health and Safety Security of Information, People and Property File Management Corporate Image Electronic Communication
2
Admin. Assistant 17/11/2018 Skills and Qualities
A skill is something which you can learn A quality is personality trait. Skills include: Dealing with people in the workplace; Planning work to meet deadlines; Using a computer to create/edit documents; Processing documents according to company procedure; Organisation and storing files in an appropriate order and with the correct level of security; Good standard of literacy and numeracy skills
3
Admin. Assistant 17/11/2018 Qualities include Social Skills
Patient Friendly Tactful Discreet Approachable Being able to work alone and as part of a team Good communication skills Good time management Attention to detail and accuracy. Focus on completing tasks within company and sector standards.
4
How to measure customer satisfaction
17/11/2018 How to measure customer satisfaction Ways in which companies can measure customer satisfaction include: Written surveys/questionnaires Telephone calls with pre-set questions questionnaire Meetings with directors/managers Point of sale interviews Entry or exit interviews Mystery shopper Suggestions box.
5
Impact of Good Customer Care
17/11/2018 Impact of Good Customer Care Customers will become more loyal to the business. Customer satisfaction will improve and therefore visit more. Increase in new customers due to word of mouth and improvement of reputation.
6
Why is Customer Service Important?
17/11/2018 Why is Customer Service Important? Enhances the organisations reputation. Employee provides good service = Organisation providing a good service Benefit financial from good publicity from happy customers. Bad experience is 5× more likely to be passed on. Customers provide regular/repeated orders. Customers can be very loyal. Increased loyalty increases sales and market share. Better calibre of employees. Different people attracted to a job advert. People want to work with good companies.
7
Impact of poor customer service
17/11/2018 Impact of poor customer service People always talk about bad experiences. Difficult to turn around a bad reputation Fall in market share May put customers off and they may not come back People tend to “vote with their feet”.
8
Corporate Image 17/11/2018 Features of corporate image:
Standard colours, fonts and graphics Recognisable and eye catching logo Appropriate and professional staff uniform Beneficial store layout. Standard responses to FAQ’s Consistent presentation of IT documents
9
Corporate Image 17/11/2018 Benefits of having a corporate image
Instantly recognisable brand More professional reputation Staff are more consistent so that customers are dealth with fairly. Implementation of policy statements, consistent/regularly training, employing specialised staff Effective recruitment/selection procedure.
10
Reliability of Information
17/11/2018 Reliability of Information Features of reliable information: Non-bias information Complete and sufficient for purpose. Most accurate information Regular updated website/social media Reputation of author.
11
Reliability of Information
17/11/2018 Reliability of Information Consequences of using unreliable information Missed meetings Wrong decisions are made Organisation gets a bad reputation Organisation can lose money The organisation can lose out on opportunities.
12
Health and Safety 17/11/2018 Employer Point of View:
Provide safety equipment To write a health and safety policy Employee point of view: Ensure the safe use of equipment Follow health and safety policy
13
Health and Safety A hazard is something which can cause injury or harm to an employee while working. Responsibility of an employee: Cooperate with the organisation on health and safety matters Take care of their health and safety Take reasonable care of workers health and safety Must NOT interfere with or misuse anything provided for health and safety purposes.
14
Health and Safety Responsibility of an employer:
Provide a safe entrance and exit from the workplace. Provide safe working conditions/methods of working. Provide safe, properly maintained equipment Arrange the safe use, storage and movement of hazardous substances. Provide protective clothing where necessary. Provide training/information on health and safety. Provide up-to-date health and safety policy to all staff. Appoint a properly qualified safety representative.
15
17/11/2018 File Management File management concerns the storing and accessing of documents. Features of good file management include: Ensure documents can be stored safely in conjunction with organisation security and Data Protection Act. Ensure documents can be easily accessed by the designated person(s). Documents cannot be accessed by those that the information does not concern. All documents follow guidelines of the Data Protection Act to ensure security of information. Information is organised into folders and in order.
16
Consequences of Poor File Management
17/11/2018 Consequences of Poor File Management Consequences include: Missing information that are vital to the organisations. Loss of documents will cost money to reproduce or impact on the organisations corporate image. Data protection breaches could cost the organisation and impact on the lives of customers/employees Security of information will be compromised. Storing of unnecessary information can impact on the space available on servers. Online storage can be hacked and information stolen if not properly secured. Protocols are in place when the internet is down.
17
Security of Property: 17/11/2018 Security Measure Employee
Responsibility Organisation Responsibility Lock Doors Must ensure that rooms are locked when unattended Must provide employees with keys of rooms they need access to Keypad/ combination locks Must remember any codes required to access locked areas Must not prop doors open Must install keypads and ensure all staff necessary are aware of codes Codes should be regularly changed to avoid misuse.
18
Security of Property: 17/11/2018 Security Measure Employee
Responsibility Organisation Responsibility Fingerprint recognition Must supply their fingerprint to the organisation Must organise the recording of fingerprints of all authorised staff Swipe cards Issued with a plastic card which is programmed to open doors. Must keep all swipe cards secure. Must ensure the security code is up to date on the swipe card.
19
Security of Property: 17/11/2018 Security Measure Employee
Responsibility Organisation Responsibility CCTV/ Security staff Must be employed as security staff to monitor the cameras and patrol the building. Can install cameras around the building which can see in and around the building. Recordings can be made if required.
20
E-diary 17/11/2018 Often used to check peoples availability and invite participants to meetings. The invitation will include details of events (when, where and duration) Additional information can be added (i.e. agenda) People would respond by accepted, declining or saying they might be able to make it (tentatively accept). This helps keep track of who is attending. Appointments can be made in an e-diary so that they can repeat on a daily, weekly, monthly or annual basis. This saves on entering repeated information. This method of communication is most often used with internal communication.
21
Website 17/11/2018 Most organisations post information on their website. This can include more information than they can post on social media. I.e. pictures, videos and documents (such as terms and conditions) to download Companies can communicate different aspects of the business: Information about the companies objectives and trading practices. Location of head office/stores. Opening/Office hours Contact information such as phone numbers, web-chats, /postal addresses. Most company website traffic arrives via a search engine.
22
Text Messages 17/11/2018 Organisations may send the following information as a text: Updates on an order that is due to be delivered Let customers know about an offer Reminder of appointments Ask for customer feedback Inform customers or suppliers of a problem (store closure, service outage or stock availability) Sending a text message is fast and a low-cost method of communication. Messages can be sent to specific customers. Consumers are more likely to be read a text message than an: Online post. An (possible spam filter).
Similar presentations
© 2025 SlidePlayer.com. Inc.
All rights reserved.