outcome 1 administration – intermediate ii communication customer care questions duties/qualities...

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Describe factors which contribute to the effectiveness of an organisation

General Administrative duties would include:

Processing Business Documents

Assisting Functional Departments

Making Travel and Accommodation arrangements

In order to carry out these tasks you will need:

Good IT skills

Good communication skills

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction • More details relating to a specific job are usually found in a job description – which will normally include a complete list of duties.

• A job description sets out some background to the post, the duties and the post holder’s responsibilities and who their line manager will be.

Job Description

• Duties which an Administrative Assistant would be expected to carry out would include:

Photocopying Documents

Faxing CorrespondenceReception Duties

Word ProcessingAnswering the Telephone

Filing Documents

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Person Specification

• From the job description, a person specification will be prepared

• The person specification identifies the skills, qualifications, experience and personal qualities required for the job.

• Each component will usually be classed as essential or desirable – resulting in a profile of the ideal person for the job

• Qualities which an Administrative Assistant would be expected to have would include:

Well Organised

Able to work as part of a teamPatient

Able to work independentlyTactful

Able to use Initiative

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Skills Scan and SWOT Analysis

• Staff development is vital to ensure that you are doing your job to the best of your ability.

• Training and development will also help further your career and may lead to promotion

• A Skills Scan is a statement describing your skills, knowledge and qualities to date – thereby highlighting areas where training or further development is required.

• A SWOT Analysis is an alternative to a skills scan.

• With a SWOT Analysis you identify your areas of strengths and weaknesses with any opportunities and threats you face.

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Effective Communication

• Communication is the way information is sent and received

• Business success depends on clear and effective communications within the organisation (between colleagues) and outwith the organisation (with external customers)

Good communications depend on the sender making sure that the message is:

•Easy to understand and free of jargon

•Sent by an approved method

•Sent to the right person

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Features of Good Communication

Communication have the following basic features that determine its quality:

Accurate

Complete

Timely

Relevant

Cost Effective

Meaningful

The information transmitted must be correct/accurate

The cost of preparing communication and the time taken to transmit and receive the information must be justified

Partly communicated information may be misunderstood

A message that is communicated at the wrong time is useless

Excessive or irrelevant information is commonly misunderstood, forgotten or ignored

Information should be communicated using the most appropriate method and language for the recipient

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Internal Communication with Colleagues

Internal communication with colleagues will tend to be informal and less structured

The most common methods of communication between colleagues include:

E-mail Memo

Regular Meetings

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Communicating with Colleagues

Effective communication with colleagues will ensure that:

• Workflow is smooth within the organisation when information is clear and concise

• The targeted people receive the information they require

Poor communication with colleagues will result in:

• Employees not having sufficient information to do their job properly

• This could lead to low staff morale

• and poor team spirit

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

External Communication with Customers

External communication with customers will be formal and structured.

In order to create a consistent image, organisations will have a house style – a set format and layout for external communication.

The most common form of external communication is by letter.

Other methods of communicating with customers will include:

Reports Presentations

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Communicating with External Customers

Effective communication with external customers will ensure that:

• Customers are clear about the organisation’s aims and objectives when information is in a language that is easily understood

• External customers will have a good image of the organisation when information is communicated clearly and effectively

Poor communication with external customers will result in:

• Loss of business and

• A bad reputation for the organisation

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Methods of Communication

Methods of Communication can be split into 2 broad categories: oral and written.

Oral

Written

Oral or verbal communication includes:

Meetings Interviews

Presentations Using the telephone

Written communication includes:Letters Memoranda

Reports Adverts

Job Descriptions

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Barriers to Communication

A barrier to communication is something that causes the communication to be ineffective:

Barriers to communication include:

Distortion

Noise

Differences in perception

Jumping to conclusions

Lack of interest

Information overload

The message is not accurately stated or interpreted eg inappropriate language, typing errors or unclear explanations

Noise can be caused by traffic, a bad connection, faulty line, or even clash of personalitiesPeople of different ages, cultures, education and personality can interpret situations differentlyBy hearing or seeing what we expect to, people can miss the actual message

The sender must relay the message in an appropriate form that appeals to the interests and needs of the receiver

Too much information can lead to the receiver becoming confused or tired

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Customer Care

Customer Service is about gaining and retaining (keeping) customers.

In today’s competitive society it is important to deliver a good-quality product and do so in a way that exceeds customer’s expectations.

Organisations must:

Offer excellent after sales service

Effectively deal with enquiries

Efficiently deal with complaints

Provide good communications

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Customer Service

Research shows that keeping a current customer is much easier and cheaper than attracting a new one.

Good customer service aims to increase customer satisfaction and therefore increase customer loyalty.

If your customer asks you a question, respond appropriately. If they would like something fixed, then fix it. If they have a complaint, do everything possible to rectify it.

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Mission Statement

A Mission Statement sets out the purpose of an organisation.

Creating such a statement helps the organisation develop a common understanding of its main task.

From the general targets established in the Mission Statement, specific policies such as the customer-service policy can be developed.

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Impact of Poor Customer Service

Poor customer service may include the following:• Poor communication

• Lack of opportunity for customer feedback

• Not listening to customer feedback

• Lack of suitable staff training

• Bad impression of organisation created by poor presentation

• Absence of a clear complaints procedure

If the customer is not satisfied with the organisation’s product or service he/she will take their business elsewhere

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Poor Customer Service

Without good customer service

• The organisation will find it difficult to be competitive

• There will be a lack of repeat business (or returning customers)

• The organisation will develop a poor reputation

All of the above will have a negative effect on income and profits

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Questions

Answer the following questions on the worksheet provided.

Use the forward arrow to take you to the first question.

Use the help button to take you to the required slide.

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Question 1

Identify two duties which an Administrative Assistant would be expected to carry out.

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Question 2

Identify two qualities which an Administrative Assistant would be expected to have.

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Question 3

For what purpose would an Administrative Assistant use a Skills Scan?

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Question 4

Explain the importance of effective communication to colleagues.

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Question 5

Explain the importance of effective communication to external customers.

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Question 6

Explain one possible consequence for the organisation of poor communication with colleagues.

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Question 7

Explain one possible consequence for the organisation of poor communication with external customers.

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction

Question 8

Explain two benefits to the organisation of good customer service.

Outcome 1

Administration – Intermediate II

Communication

Customer Care

Questions

Duties/Qualities

Introduction