1. Role of an Admin. Assistant
What do you think?
03/05/2019

2. Title: Role of an Admin. Assistant Learning Intentions
03/05/2019
Title: Role of an Admin. Assistant Learning Intentions
Today I will :
Understand the job role of an admin assistant.
Learn the qualities required of an admin assistant.
Be able to describe the tasks carried by an admin assistant.
Be able to describe the features of good customer service

3. Admin. Assistant 03/05/2019 Skills and Qualities Skills include
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.

4. Admin. Assistant 03/05/2019 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.

5. 03/05/2019
Admin. Assistant
The actual job role will differ depending of the firm that you work for.
If you work with confidential work discretion is very important. (e.g. Human Resources dept., customer information)
Some offices work will be more routine.

6. 03/05/2019
Admin. Assistant
The actual job role will differ depending of the firm that you work for.
If you work with confidential work discretion is very important. (e.g. Human Resources dept., customer information)
Some offices work will be more routine.

7. 03/05/2019
Task 1
Complete the table:

8. Task 2 03/05/2019 Let’s go look at jobs. Search either ` or
and search for an administrative assistant job.
Look at the job description and the person specification and answer the following questions
What are the essential and desirable skills/qualities?
What qualifications would you need?
What salary can you expect?

9. Title: Customer Service Learning Intentions
03/05/2019
Title: Customer Service Learning Intentions
Today I will :
Learn the features of good customer service.
Learn the benefits of customer care.
Learn the consequences of poor customer service.

10. 03/05/2019
Customer Care
Customer care is a way of working which helps the level of customer satisfaction.
Every communication can have a positive or a negative effect on customer care.
Communication with consumers from Admin Assistants is key to a thriving business.
A more formal approach is needed when dealing with customers instead of internal colleagues.
The majority of companies have a Company Policy to ensure certain standards are met when dealing with customers and outside agencies.

11. Customer Care Policies
03/05/2019
Customer Care Policies
Different companies has different policies depending on their target market.
Morrison's HOT.

12. Benefits of Good Customer Care
03/05/2019
Benefits of Good Customer Care
Keeping a current customer is much easier and cheaper than attracting new customers.
A company can build up a good reputation for providing excellent customer service.

13. Customer Satisfaction
03/05/2019
Customer Satisfaction
Provision of service to customers before, during and after sales.
Deal with customers efficiently, consistently and effectively.
Staff who are happy to help.
A wide range of quality products
Measure whether a customers needs have been satisfied.
A process for investigation, dealing with and resolving customer complaints.
Easier to get existing customers to come back than entice new customers

14. Research Task Questions 03/05/2019
How can companies measure customer service?
Find five different method which companies can use.
What do you expect from a company’s service?
What makes you return to a company to buy more products?
What would put you off buying from a company?
Questions

15. How to measure customer satisfaction
03/05/2019
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.

16. Impact of Good Customer Care
03/05/2019
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.

17. Why is Customer Service Important?
03/05/2019
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.

18. Maximising customer service!
03/05/2019
Maximising customer service!
Keeping customers well informed
Under promising and over delivering.
Go the extra mile to ensure that customers needs and expectations are always met.

19. Impact of poor customer service
03/05/2019
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”.