Office Admin and Customer Service Diploma Level 3 *Early Christmas Offer Only £17*

Learn the essential skills for providing excellent and professional service with the Office Admin and Customer Service Diploma Level 3 course.

The purpose of the course is to make you a professional. Managing an office or working in an office needs various types of skills. For example, your office day may start with the conversation with your client. So, you need to know how to communicate with a customer. The format and style of communication vary based on the purpose of the communication. A business communication is more formal than a party conversation. Then you need to manage your time and personal stress while working in the office. Apart from these, you must know how to work with the essential office application such as Microsoft Office Word, Excel and PowerPoint.

The course covers all the above-mentioned areas and guides you to be a skilled employee.

Key features of the course:

• Lifetime access to the course
• No hidden fees, only pay the price of the course which includes exam fees.
• Recognised qualification upon successful completion of the course
• Study from anywhere, anytime, whenever it is convenient for you.
• Affordable and engaging e-learning study materials
• Study at your own pace from tablet, PC or smartphone
• Online tutor support when you are in need.

The course is split into different modules and sub-modules. At first, you will learn the essential administrative skills together with the administrative management and customer service skills. Next, the course focuses on the telephone etiquette. Finally, the course illustrates the functions and features of Microsoft Word, Excel and PowerPoint.

What Will You Learn?:

• Explore the mandatory administrative skills such as time management, effective verbal and non-verbal communication, empowering yourself and taking care of yourself, etc.
• Understand the importance of administrative support for your organizations.
• Know to gather the right tools for administration.
• Able to identify the administrative procedures and the top five procedures to record.
• Know what to include and exclude in the binder and organize the binder.
• Learn how to share office procedures guide.
• Explore the key organizational skills including removing the clutter, prioritizing, scheduling your time, to do lists, paper and paperless storage, organizing your works, and more.
• “To be or not to be- that is the question” – Hamlet’s procrastination. The course guides you to fight against the dilemma and shows some of the essential tools for fighting against the procrastination.
• Explore the strategies to organize your inbox.
• Learn the techniques for avoiding disorganization.
• Know the importance of disciple and how to make other employees disciplined to stay organized.
• Learn how to communicate with customers and how to maintain a good relationship with them.
• Master the right ways of starting a conversation along with the stress management, transactional analysis, etc.
• Know how to handle the tough customers and how to handle complain and sensitivity.
• Master the essential telephone etiquette covering how to respond to a question or query, how to handle angry or tough customer, how to provide information or how to handle sensitive issues or topics, etc.
• Understand Customer Relationship Management (CRM) and know what it serves. You will learn the practices, strategies and technologies a company should use to manage and analyze customer interactions and data throughout the customer lifecycle for maximizing the business output.
• Learn the basic features of Microsoft Office Word and know how to open and save a document, format a paragraph, work with styles, etc.
• Know the essential features of Microsoft PowerPoint and know how to create an incredible presentation using word text, animation, transitions, images, and other additional features.

COURSE CURRICULUM

Admin Support

• First Things First
• Preparation (1)
• Preparation (2)
• Time management
• The Importance of keeping to schedules
• Imperative Tasks
• Skills: Communicating Verbally
• Skills: Communicating non-Verbally
• Sanctioning yourself
• The power of teamwork
• Ensuring you are ready
• Plenary

Administrative Management

• First Things First
• The Administrative Process and its importance
• Ensure you’re prepared
• Important Processes
• Our list of 5 processes
• Binder Essentials (1)
• Binder Essentials (2)
• Binder Organization
• Don’t bother with these items in your process guide
• Distribute the Process guide
• Ensure high level of success when carrying out the process Guide
• Plenary

Organisational Skills

• First Things First
• Get rid of Things you don’t need
• Arranging your work
• Time Management
• Managing your list of things to do
• The differences between virtual storage and physical storage
• Standardize your work area
• How not to procrastinate
• Managing your inbox
• Avoid Not Organizing
• Stay Focussed to keep Organized
• Plenary
• Tasks for Organization Skills – Administrator

Customer Relations and Dealings

• First Things First
• Positive attitude maintenance
• How to Manage your Stress (internal)
• How to Manage your Stress (external)
• Analytical skills
• Challenging Customers
• Phoning the customers
• Face to face customers
• Delicately handling customers
• Examples of Challenging customers
• Follow up!
• Plenary

Customer Service: Telephone Etiquette

• Module One – Getting Started
• Module Two – Aspects of Phone Etiquette
• Module Three – Using Proper Phone Language
• Module Four – Eliminate Phone Distractions
• Module Five – Inbound Calls
• Module Six – Outbound Calls
• Module Seven – Handling Rude or Angry Callers
• Module Eight – Handling Interoffice Calls
• Module Nine – Handling Voicemail Messages
• Module Ten – Methods of Training Employees
• Module Eleven – Correcting Poor Telephone Etiquette
• Module Twelve – Wrapping Up

Customer Relationship Management

• The Customer Relationship Management
• CRM – What is it?
• Tick this off for success
• Selecting products
• Picking your tools
• How to hold on to customers
• Developing a path
• Various service providers
• Anything to improve in your strategy?
• The most important team

Microsoft Office Word

• First Things First
• Word Essentials
• The User Interface
• Starting a Document
• Essential Editing
• Essential Formatting
• Paragraph Formatting
• Formatting – Advanced
• Styles Essentials
• Page Formatting
• Share the Word Document
• Plenary

Microsoft Office Powerpoint

• First Things First
• PowerPoint Essentials
• The User Interface
• Starting a Presentation
• Text Building Essentials
• Text Formatting & Paragraphs essentials
• Inserting Graphics such as pictures
• Formatting Tasks – Advanced
• Animations & Transitions Essentials
• SlideShow Preparation
• It’s Time to Present
• Plenary

Microsoft Office Excel

• First Things First
• Excel Essentials
• The User Interface
• Starting a worksheet
• Reviewing your Data
• Constructing Formulas
• Utilising Functions in Excel
• Quick Analysis Essentials
• Data Formatting
• Styles, Themes and Effects Essentials
• Print & Share the workbook
• Plenary

Assessment and Certification

The course is assessed online with a multiple-choice test, which is marked automatically. You will know instantly whether you have passed or not. Those who pass this test will have the qualification of Office Admin and Customer Service Diploma Level 3. Certificate will be produced in PDF format at an additional cost and sent by email.

There is no experience or previous qualifications required for enrolment on this course. It is available to all students, of all academic backgrounds.