Customer Service Excellence for Administrative Staff (AS-026) Training Course

Customer Service Excellence for Administrative Staff

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…

5 daysClassroom or online

49Upcoming dates

12Cities

£2,750Fees from

Course overview

Introduction

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.

Course Objectives

By the end of this training course, participants will be able to:

Explain the impact of administrative service on customer and organisational reputation
Identify the expectations of external and internal customers
Communicate professionally in person, by telephone and in writing
Handle requests and enquiries accurately, efficiently and with appropriate follow-up
Manage difficult customers and emotional situations calmly
Resolve complaints using a structured recovery approach
Apply service standards and contribute to service improvement
Maintain personal resilience and a positive service attitude

Target Audience

This training course is suitable for a wide range of professionals, including:

Administrative assistants and officers
Receptionists and front office staff
Secretaries and personal assistants
Customer-facing support staff
Office coordinators and service desk staff
Team leaders of administrative teams
Public sector service counter staff

Training Methodology

The course is highly interactive, using role-plays, call and email simulations, video examples, group discussions and service scenario exercises. Participants practise realistic situations from their own workplaces and receive constructive feedback from peers and the trainer.

Target Competencies

Professional communication
Customer needs analysis
Complaint handling
Emotional self-management
Service standard application
Internal customer focus

Course outline

1Day One: The Service Mindset

Why Service Matters: The link between administration and reputation
External and Internal Customers: Understanding who you serve
Customer Expectations: Reliability, responsiveness, courtesy and competence
Moments of Truth: Small interactions that shape impressions
Personal Service Attitude: Ownership and willingness to help
Self-Assessment: Current service strengths and gaps
Group Activity: Mapping key service touchpoints in participants' roles

2Day Two: Communicating Professionally

Face-to-Face Service: Greeting, body language and active listening
Telephone Excellence: Answering, transferring, holding and message taking
Written Service: Clear, courteous and helpful emails
Questioning Skills: Understanding the real request
Positive Language: Saying no without damaging relationships
Cultural Awareness in Customer Interactions
Practice Session: Telephone and email service simulations

3Day Three: Handling Requests Efficiently

Request Management: Logging, prioritising and tracking
Setting Realistic Expectations: Timelines and commitments
Following Up: Closing the loop with customers
Working Across Departments: Coordinating responses
Using Templates and Knowledge Bases to Improve Consistency
Data Accuracy and Confidentiality in Service Work
Workshop: Designing a simple request tracking process

4Day Four: Difficult Situations and Complaints

Understanding Customer Frustration: Causes and triggers
Staying Calm Under Pressure: Emotional self-management techniques
De-escalation Skills: Acknowledging, empathising and redirecting
Complaint Recovery Process: Listen, apologise, solve and follow up
Handling Abusive Behaviour: Boundaries and escalation
Learning from Complaints: Identifying root causes
Role-Play: Managing an angry visitor and a written complaint

5Day Five: Sustaining Service Excellence

Service Standards: Defining and applying clear expectations
Measuring Service: Feedback, response times and satisfaction indicators
Teamwork in Service: Supporting colleagues during busy periods
Personal Resilience: Managing stress and maintaining energy
Continuous Improvement: Suggesting better ways of working
Personal Service Charter: Commitments for the workplace
Final Assessment: Service scenarios and peer feedback

Frequently asked questions

How long is the Customer Service Excellence for Administrative Staff course?

The course runs over 5 days of classroom training, usually Monday to Friday.

When is the next Customer Service Excellence for Administrative Staff course?

The next public date is 7 - 11 Dec 2026 in Barcelona. There are 49 upcoming dates in total.

Where is this course held?

Upcoming sessions run in Barcelona, Frankfurt, London, Paris, Rome, Vienna, Amsterdam, Cape Town, Geneva, Istanbul, Madrid, Munich.

Can I take Customer Service Excellence for Administrative Staff online?

Yes. Every date can also be joined live online in a virtual classroom with the trainer, for £1,280 per participant. Choose "Live online" in the dates table when you register.

How much does the course cost?

Fees start from £2,750 per delegate, depending on the city. Fees include tuition and course materials.

Do participants receive a certificate?

Yes. Delegates who complete the course receive a London Leadership Management Innovation certificate of completion.

Can this course be delivered in-house for our team?

Yes. LLMI can tailor and deliver this course privately for your organisation at your premises or in one of our training cities.

Course information last updated 14 November 2026.

Customer Service Excellence for Administrative Staff

Course overview

Introduction

Course Objectives

Target Audience

Training Methodology

Target Competencies

Course outline

Dates and fees

Frequently asked questions

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