Written Communication

This chapter has helped me recognize that I can strengthen my written communication in the following ways.

I think overall my written communication skills are fairly good, but there is always room for improvement.  This chapter has made me recognize the importance of being concise.  I’m definitely one of those people who use too many words that aren’t necessary.  I also never thought about asking permission to forward someone’s e-mail.  I know from past experience that some e-mails I’ve written with the intention of being for one person have been distributed to other people within the company.  Therefore, I should remember to ask permission before forwarding and also keep in mind that I do lose control of the e-mail once I hit “send.”

Customer Service

I believe customer service skills are important for me to have as an administrative professional for the following reasons, and here is how I can demonstrate this importance to customers.

Customer service skills are important because effective customer service is vital to achieving a business's main goal which is to make a profit.  External customers who are not satisfied with the service they receive are likely to take their business elsewhere in the future and share their frustrations and experiences with others.  This results in lower sales and smaller profits for the company.  Consequently, if a customer receives great service, they will continue to support that business and tell others about their positive experience.  It is also important to deliver great customer service skills to internal customers because effective internal customer service is essential for a business to provide good external customer service.  Developing strong relationships with those who depend on you to provide answers or services is essential to creating an environment that puts external customers first.

I can demonstrate this importance to customers by always providing excellent customer service. Some ways I can do this include:

• Be a problem-solver
• Be a good listener
• Demonstrate both good verbal and nonverbal communication skills
• Be empathetic
• Show respect for customers
• Go the extra mile (after receiving permission from a supervisor)
• Take responsibility for mistakes
• Maintain effective relationships
• Offer explanations to customers
• Seek input from customers
• Follow up in a timely manner
• Keep a positive attitude.