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).