Customer Service Training For Administrative Assistants

Administrative Assistants play a vital role in the customer service process, as they often are located on the front lines of many customer-facing activities. Tasked with keeping departmental order and serving as gatekeepers for management, Administrative Assistants must deal with a company’s customers on a daily basis. The level of service they provide during those interactions sets the tone for customer discussions and influences the level of customer satisfaction derived by the customers they serve. Key skills such as the ability to uncover customer needs, listen emphatically and make appropriate recommendations all converge in the ability to provide long-lasting customer satisfaction. Our Customer Service for Administrative Assistants program focuses on these key skills while teaching the essential concepts of what it takes to deliver superior customer satisfaction.

Designed as a four-hour program, Customer Service for Administrative Assistants provides a highly interactive learning environment designed to use past experience and real-life examples to refine and improve customer satisfaction within an organization. By utilizing a series of videotaped and audio taped role plays, Administrative Assistants will practice using time-tested tools and techniques while enjoying the opportunity to receive feedback from an instructor. Peer-driven discussions also provide the added benefit of enabling other participants to share their success stories so as to strengthen the learning process. Powerful lessons on the most effective ways to cement customer relationships and build long-term customer satisfaction are central to Customer Service for Administrative Assistants.

Seminar Objectives:

Participants in our Customer Service skills seminar will learn to:

Handle callers and visitors in a professional manner
Act effectively as a “gatekeeper” in a customer service-oriented manner
Accommodate the most demanding customers
Handle unreasonable expectations or requirements
Provide customers with appropriate information on their requests
Acknowledge customer concerns
Effectively handle complaints and customer satisfaction issues
Be proactive rather than reactive
Listen to uncover needs
Show empathy
Gain cooperation from unhappy customers
Work with management and peers to deliver customer service
Provide exceptional customer service and cement long-term relationships

To maximize your customer service teams effectiveness we suggest our custom, private customer service seminars offered in house at the location of your choice.