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20 Cards in this Set
- Front
- Back
- 3rd side (hint)
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The admin assistant checks their emails throughout the day because - |
They need to see if her boss has sent her any projects/if any important emails have been sent |
Boss & important |
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Categories emails by |
Flagging them if they are important |
Flag |
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Checks calander? |
Check schedule for the day |
Timetable |
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Attending meetings and taking notes for/because |
It is important for meetings to be recorded as important dates, venues etc may be mentioned during said meeting |
Important things |
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Look at customer reviews |
To see if there is any need for improvement in the company/to fix customer complaints/take on board what customers have said |
EXTERNAL |
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Files are kept organised because |
Important information is easier to find. This is important so various files of different importance are kept in order and can be accessed easily |
IMPORTANCE |
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Organised (why?) |
An admin assistant must be organised so important files or e-mails are not lost, causing trouble for many people (their boss, colleagues etc). In general, if an administrative assistant is not important then they are not likely to be employed |
Important |
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Hard working |
Hard working - Stay on task - complete task to the best of their ability - get everything done on time to avoid errors |
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Customer care |
The relationship between the business organisation and it's customers |
Relationship |
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Bad customer service 1 |
Bad reputation (expand) |
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Bad customer service 2 |
Loose potential customers |
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Training staff |
Training staff can resolve so many problems as problems won't arise in the first place |
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Customer service strategy/policy |
Written statement of the organisations policy and their plans for dealing with customers |
Customer policy |
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Purpose of customer service policy |
- to get the product/service they want -at the standard they want - at a price which is acceptable |
Good stuff |
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Customer policy states |
- dealing with/communicating with customer complaints -ensure the quality of customer care - monitoring thay customer needs are satisfied |
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Mission statement |
Outline of the main intentions of the organisation |
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Good customer service |
Satisfying the needs of individuals & retaining their loyalty to the organisation |
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Good customer service is essential (why?) |
If the organisation wants to survive in the market place, remain competitive, keep loyal customers and attract new customers |
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Key features of good customer service |
- Putting the customer first - Communicating with customers effectively - ensuring that staff are informed about products/services - providing a good sales service - dealing with complaints effectively |
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Benefits of GCS |
- Satisfied customers - keeping loyal customers - attracting new customers - satisfied and motivated employees - increased sales/profits will result from any of the other benefits of good customer service |
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