Administrative Customer Support Specialist

In today’s office environment, there are many important qualities and skills that distinguish a true professional. These redeeming characteristics are universal across most industries, and can be transferred throughout virtually any department within an organization. This unique collection of skill-based modules provide students with training aimed at creating, enhancing, and nurturing essential skills.

Today more than ever, good manners mean good business. This course offers guidance and advice for exhibiting proper etiquette in the office, on the internet, and in email. It also addresses personal issues in the workplace, conversation and meeting etiquette, and helps the student understand the proper way in which to address ethical dilemmas.

Communication takes many forms in the modern workplace environment. Often, we do not effectively communicate with our co-workers, clients, or others around us. In this course, the focus is on a variety of mediums including written, verbal, email, graphic, and other forms of business communication.

Customer service is the lifeline of any business. In today’s business environment, it is imperative that we provide the best customer service possible. Organizations that do not meet the demands and expectations of modern society in this area are sure to fail. This course discusses the importance of effective customer service, with a focus on the customer. Additional topics include basic understanding of what customer service is, as well as handling complaints, effective telephone communication, focusing on the customer, and dealing with stress.

Effectively solving problems is a skill that can be applied to not only business, but personal lives as well. Being able to solve a problem involves some very basic steps that when followed properly can elevate the likelihood of a successful solution. In this course we discuss those steps, which include identifying the problem, determining a solution, and accepting a decision.

In this course, you will gain the personal insight and practical skills to develop a framework for successful time management. You also learn proven tools and techniques to make better day-to-day choices about investing your time and achieving your goals. Topics include defining goals, analyzing energy allocation, identifying personal style, and creating an action plan.

This course is designed to be useful to anyone from the Administrative/Executive Assistant or even an Office Manager.

This module is a unique and entertaining course designed to prepare individuals across all job titles with the core skills needed to satisfy customers of all types.  Each customer, patient, or client is critical whether you work within a call center, retail store or pharmacy, medical office/clinic, or business office.  No organization can afford to overlook or neglect the power of customer service skills.  The course includes six (6) modules on topics such as Why Customer Service Matters, What Customers Want, Essential Customer Service Skills Part I and Part II, Handling Complaints and Dealing with Angry People, and Customer Service as a Strategic Marketing Tool.  These modules are the components of the “Through the Customer’s Eyes” course that has been used to train a variety of front-line service providers across many industries and disciplines.  Within each module, students are assessed on the topics covered.  Students completing this course will attain the status of “Customer Service Certified” (CSC) as designated by the Professional Association for Customer Engagement (PACE).

This module builds off of the first course, and contains three new modules that provide greater depth and focus on Sales, Communication, and Phone skills.  Students learn to use the Web as a tool, and to use exploratory questions to quickly identify customer needs – and match them to products and services.  Students are taught to discover and strengthen their “voice image” for an unstoppable first impression.  Since communication is so important to quality service, students are taught techniques to present complex information and ideas logically, clearly, and concisely.  Additional topics include information gathering, generating excitement, driving conversation, and techniques to manage phone calls through clarity and communication.  Students completing this course will attain the status of “Customer Service Certified” (CSC) as designated by the Professional Association for Customer Engagement (PACE).

This set of courses includes basic (Level 1) training on the 3 core applications within the Microsoft Office Suite. Students learn the range of skills needed to create professional-quality documents and spreadsheets, and are trained to effectively use email communication tools in the office environment. The content covered includes how to create, edit and enhance documents in Microsoft Word, how to organize, calculate and analyze information in Microsoft Excel, and students will learn the basics of using email within Microsoft Outlook.

In this course, students will identify PC components, work with files and folders, and conduct basic software installations. This course will provide students with the fundamental skills and concepts required to maintain, support, and work efficiently with personal computers. In addition, it covers the essential skills and information needed to set up, configure, maintain, troubleshoot, and perform preventative maintenance of the hardware and software components of a basic personal computer workstation and basic wireless devices. Students will also implement basic security measures and personal computer workstation and basic wireless devices. Students will also implement basic security measures and implement basic computer and user support practices.