Admin and Customer service

We all have little things that drive us nuts. Here's one of mine - the phrase "You'll have to."Yesterday I walked into a store, politely asked for help, and was told, "You'll have to wait for one of our technicians to be free." I didn't mind the wait, but it got me thinking how often we hear that statement in public - and how abrasive it is to hear as a customer. (Excuse me, but I don't "have to" do anything, especially for a stranger!)Most of us probably don't say "you'll have to" out of rudeness. We say it because we are trying to protect ourselves, or set expectations with a customer. But when you examine the meaning of this statement literally, you can see where it breeds a lot of customer resentment right off the bat:-It tells another person what to do.-It implies that you have the power in this transaction, not them.-It doesn't give the customer options.The irony is that, just by changing a few words, you can turn a curt brush-off into a great customer experience. Let's try a few examples:Before: You'll have to fill out this form.After: I'd like to get a little information from you so we can help you better.Before: You'll have to wait for a technician.After: I'll have someone out to help you in just a few minutes.Before: You'll have to wait in line.After: We should be able to get to you soon - it shouldn't be more than a short wait.Perhaps the best example of an alternative to "you'll have to" came when I tried to go to a sold-out Philadelphia Phillies baseball game last year, while I was passing through town. Instead of saying the obvious "We're sold out - you'll have to come back another time," the ticket clerk said, "We'd love to have you see the game. Even though we're sold out, here's what I'd suggest - if you'd like, feel free to check at each of our gates to see if there are any extra tickets. Good luck!"As it turned out, there were no tickets at any of the gates and I eventually left empty-handed - but every person I dealt with at the ballpark was so polite, upbeat and helpful that it was still a great customer experience. I later discovered that these people are specifically trained for what to say to fans in situations like these, and it works!So look critically at times where you are tempted to say "you'll have to" to customers, and start rehearsing new responses that speak to your customers' interests. The difference will be amazing!

Senior Administrator Role

As the senior administrative assistant, you will provide administrative support for a senior executive in the form of preparing and editing documents and handle the correspondence to and from the office. You will have to type the documents needed for meetings and do some of the research for information needed to create these documents. In the case of meetings involving groups of professionals, your job will be to arrange the facility for the meeting, ensure that all the equipment for presentations is in the room and for sending out the agenda for the meeting to all participants. When larger events take place, you will work closely with the event planner to ensure that they meet the goals and expectations of the attendees.A large corporation deals with many vendors and suppliers. In your capacity as senior administrative assistant, you will have to handle contracts and negotiations for specific services. Therefore, you need to be knowledgeable about contracts and the negotiating process. In addition, to these duties, you will also be responsible for the general administration of the office. In this position, you will likely be in an office of your own complete with all the office equipment that you need. Developing and maintaining a filing system, sorting and distributing mail, answering the telephone and email, performing simple repairs to the office equipment and ordering and restocking supplies – these are just some of the daily tasks that will take up some of your time.In order to obtain a position as senior administrative assistant, ideally you should be a graduate of a two or four-year course in Office Administration. However, you can obtain this position with a high school diploma and extensive experience on the job, which will give you the practical skills you need for this job. You should have extensive knowledge of the procedures for providing administrative support and for operating all types of office equipment. Since the computer will be the main tool you use in this job, you should be proficient in Microsoft Word applications and the specific software used in the office, such as accounting software. You may be responsible for training new administrative support staff. In addition to the practical skills needed for senior administrative assistant, you do need strong oral and written communication skills, be a team player and have good interpersonal skills

Office Assistant Roles

As a part-time office assistant you may be expected to work part of a day or a few days a week. You may choose a job where you can work evenings or weekends. There are many options in what hours you work. You will likely perform a variety of tasks as the assistant, such as working in the reception area greeting visitors, answering the telephone responding to customer questions and requests, or general filing of office documents. Handling the office mail may be one of your duties, sorting the mail and delivering it to the appropriate offices or personnel. Your duties will probably involve shelving supplies and making note of any areas where supplies are getting low and need to be orders.Assistance in the general office routine is part of the work of a part-time office assistant. You may have to fill in for a full time employee who is ill or has an appointment, so it does mean that you have a general knowledge of all facets of running an office. It is essential that you have computer and keyboarding skills for typing letters and other documents and for data entry. Good grammar and spelling skills are important, as you may have to proofread documents before they are distributed but you also need these skills in rereading your own work.To obtain a position of part-time office assistant, you do need to have a high school diploma as well as some courses in office administration from a technical or vocational college. Depending on the nature of the business, you may actually need a two or four-year course in office or business administration if the work of the office is highly specialized. Knowledge of how to use accounting software may be needed, but you will need knowledge of word processing programs as well as how to operate basic office equipment.In addition to the practical skills you need for office work, as a part-timr office assistant you should have good interpersonal skills so that you can have a good working relationship with the rest of the office staff. A willingness to jump in and help when needed is a good character trait to possess in this job. You will also need to have telephone etiquette and good customer services skills in order to deal with the visitors and the customers.

Database Administration

In general, the duties of this position include the maintenance of the following aspects of a database:
Recoverability – the employees must be able to access the records
Integrity – verification of the integrity of the data
Security – ensuring that only the employees can access the data
Availability – maximizing the time the system is accessible
Performance – keeping the system up to date within the confines of the budget
Development and support – instructing others to use the system Some of the tasks of a database administrator include the installation of new software. This also means that you will be responsible for teaching the personnel how to use this software and be able to help them when they run into difficulties. Therefore you should be knowledgeable about all aspects of any new software you install. When you need to install new hardware, you may have to configure it to work with the existing system and keep the operations running smoothly. You may be called upon to analyze the performance of the database and to make recommendations on ways the system can be improved. You will have to work closely with the employees of the organization to determine what their specific needs are in using the system. If the business is upgrading its computers, as the database administrator, it will be your responsibility to integrate the data stored on the old database to the new one. For the most part, you will work in an office in one location. However, if you administer the database of a corporation with many offices, you may have to travel to several locations from time to time. However, most people in this position can control the full system from a central office.In order to get the training you need to become a database administrator, you can take a course in computers from a technical or vocational college or obtain a Bachelor’s degree in Computer Science. Many people have an undergraduate degree in another discipline and then take a graduate course in Information Technology. There are a variety of certificate programs you can take to give you many certificates for working in this occupation. You can study for these on your own and then apply to write the certification exams. When you search online you will also find many online courses in certifications that will greatly benefit you. This is a field in which you have great opportunity for advancement. Even though you are already in an administrator position, you can advance into a managerial position or take the courses qualifying you for other jobs in the IT sector.

Geting an Administration manger role

There are different levels of managerial positions within the area of administrative service manager. In a small company you may be the only person in this role reporting directly to the owner or director of the company. Large companies also employ contract administrators and facility administrators. A contract administrator is an overseer or contracts and negotiations. A facility manager would be in charge of designing buildings or planning various types of projects. Although you will likely work in an office in this position, you may have to travel to various locations if the corporation or organization has offices in several locations.The education and experience you need to obtain a position as administrative service manager depend on the nature of the work. For a position of facility manager, it is likely that you will need a Bachelor’s or Master’s degree in engineering or a related filed. If you perform supervisory duties only, you may need a diploma or degree in business administration or public relations. A Master’s Degree in Business Administration will also qualify for such a position. It is also quite possible that you can gain a promotion to this position based on your years of experience in the company or organization.You do need to possess excellent interpersonal skills because in the position of administrative service manager you will have to deal with personnel on a daily basis. Being able to meet strict deadlines, paying attention to detail and having good organizational skills are other necessities for this job.The designation of certified manager is a certificate you can ear to help you become an administrative service manager. This certificate, issued by the Institute of Certified Professional Managers, will greatly enhance your chances of gaining a promotion to this managerial position. This certificate is recognized globally enabling you to obtain a position in the national or international job market. This institution provides you with the training you need to pass the comprehensive exams to meet the requirements of the position. You should note that it is easier to advance in this type of position when you are employed by large corporations with several different departments. Having the experience and educational requirements, though, does better prepare you to apply for job openings with other companies and organizations when they arise.As businesses increasingly recognize the need for maintenance of their facilities and undergo corporate restructuring, experts predict that the demands for administrative service managers will grow in the immediate future.

Good Customer service in your admin job

Have you ever walked into your doctor’s office or an office building and talked with the receptionist or secretary waiting to greet you? I’m sure all of us have at some point; more importantly, some of us have been addressed with a smile, while others a short, rude response.When I worked in the administrative field, I learned to always put on a happy face, even if sometimes it was harder than usual. As a customer, I have come across many good administrative workers — and some bad ones as well. An administrative assistant or a receptionist is in the business of being social and making his or her clients comfortable. But not everyone follows those criteria. This needs to be addressed and fixed.So how do customer service and administration go hand in hand, you may ask? If you are a receptionist, a secretary, or in any other front-desk position, it’s all about helping the client and making him or her feel important. The International Association of Administrative Professionals (IAAP) describes the administrative customer service representative as someone who “maintains solid customer relationships by handling their questions and concerns with speed and professionalism.” I agree, so I’ve compiled some information that may help. In my personal experience I’ve come across many good receptionists and secretaries who know how to really help people out.Below, I’ve outlined what I think it takes to be a productive and helpful receptionist. I hope you can use these tips to help you with at least some part of your outlook on your administrative job.Four Specific Tips to Improve Your Administrative Relationships with Customers/Clients
Be patient as an admin professional. When I worked as a medical receptionist, I came across a lot of patients who needed some extra help or some extra information. Some of my coworkers would snap at the patients who would take a long time, and I was appalled by how careless they were. Whether someone is a patient, a client, or a customer, as an admin professional, focus on being patient with him or her.
As an admin employee, you should be able to use your listening skills. Some people just need someone to hear their problems. Sometimes a good venting session is all they need. Unfortunately, this isn’t your duty as an admin professional, but it will put your patient or customer at ease. You don’t even need to state your opinion; sometimes all they want is a person to talk to!
Be an administrator who is personable. I recently had a bad experience with a doctor’s office’s administrative team. My whole experience was dreadful. They were completely organized, but on top of that they were downright rude! I switched to another office and noticed the difference right away. The receptionists at the new office were friendly, encouraging, and just civil. I felt safe and confident in their admin department. Being personable doesn’t mean you need to be someone’s best friend, but it helps to recognize the needs of others and be encouraging when assisting them.
In the administrative sector a smile goes a long way! The last thing I want to see when I enter an office of any kind is someone who’s grouchy with a short tone. This happens too often. It helps to crack a smile or a joke once in a while as an administrative professional. People want to feel comfortable, and you would be surprised how much a smile can help with that. Sometimes when I wanted to break the tension or calm someone down in my admin positions, I would smile and try to make the whole thing a little bit more lighthearted. Taking yourself too seriously in a worthless situation is a bit overrated, so don’t be a cold administrative assistant. I hope you will take the above tips to heart as you continue on your temporary or permanent administrative job quest. Being an admin professional involves a lot more than just taking care of paperwork — you need to demonstrate quality and professionalism in everything you do.

Admin assistants

Exploring the Duties of an Administrative AssistantWhile the specific duties of an administrative assistant will vary according to the employer, there are a few duties that are generally required of this position. These include:
Planning and scheduling meetings and appointments
Organizing and maintaining both paper and electronic files
Managing projects
Handling research
Managing communications via the telephone, mail, online, and email Administrative assistants must be able to use a wide range of office equipment, including copiers, fax machines, scanners, videoconferencing tools, and the telephone, in order to carry out these duties. They may also be required to complete other duties, including:
Negotiating with salespersons
Maintaining leased equipment
Purchasing supplies
Managing stockrooms
Retrieving data from a variety of sources In addition to the above duties, an administrative assistant may also sometimes perform other tasks, such as overseeing the training and orientation of new employees. Administrative Assistant Education and Job Training RequirementsHigh school graduates who have basic office skills may qualify for an entry-level administrative assistant job. Business schools, vocational schools, and community colleges also provide training for those interested in a career in the field. In addition, it is possible to receive the necessary office and computer skills training at a temporary employment agency. Those interested in specializing as medical and legal secretaries must go through specialized training programs that will provide them with the necessary skills to perform their duties. Executive secretaries, on the other hand, generally need to have a college degree in order to qualify for such a position. Regardless of the specific goals of the administrative assistant, certification in various administrative fields is recommended because it can lead to better-paying job opportunities.In addition to receiving specialized training, administrative assistants should also be proficient in typing and have knowledge of proper spelling, punctuation, and grammar. Employers also look for good customer service and people skills when hiring an administrative assistant. It is important for an administrative assistant to be tactful when dealing with people and to be able to use good judgment. Administrative assistances must also have great management skills and should have the ability to work independently. These skills are particularly important for those seeking a higher-level administrative position. Job Duties of Specialized Administrative Assistant JobsThose pursuing a career within a specialized field will also have specialized duties that are different from general administrative assistant positions. An executive administrative assistant, for example, generally arranges conference calls and may also be responsible for making arrangements for executive meetings. In addition, they are usually responsible for conducting research and writing reports.A legal administrative assistant, on the other hand, performs very specialized tasks that require being knowledgeable of technical terms and procedures. This is because a legal secretary’s duties may include the preparation of legal documents such as summons, complaints, and subpoenas. The duties of a medical administrative assistant include transcribing dictation, writing correspondence, and assisting physicians with reports, speeches, articles, and much more. In addition, one with this job should be familiar with billing and hospital procedures.