Global Learning for Operational Leaders
Introduction
Course overview
Administrative staff are often the first point of contact for customers, visitors, suppliers and colleagues. The way they answer a call, reply to an email or handle a request shapes how people see the whole organisation.
This Customer Service Excellence for Administrative Staff training course develops the attitudes, communication skills and practical techniques needed to deliver consistently professional service. Participants learn how to understand customer expectations, communicate clearly in person, by phone and in writing, handle requests efficiently, manage difficult situations calmly and turn complaints into opportunities to build trust.
The course also covers internal customer service, service standards, follow-up and the personal resilience needed to maintain high service quality under pressure.
