admin theory Flashcards
corporate image,customer service,file arrangement,role of admin assistant and sources of information
Corporate image
advantages of corporate image
-instantly recognizable brand – very well known
-more professional reputation – customers will come back
-staff are more consistent so that customers are dealt with fairly
(explain-this means that)
eg attract more attention/customers
become well known
consequences of not having corporate image
-no recognisable brand
-less professional reputation
-staff are less consistent, so that customers are not dealt with fairly – could lead to lack of repeat custom or new customers
how can corporate image be implemented
-policy statements;
-training;
-employing specialized staff;
-having an effective recruitment and selection procedure
features of corporate image
*Standardized/House Style colors, fonts, graphics are used on documents to build brand image
-Why? So that all documents are consistent/professional/same high standards
-Why? So that documents are instantly recognizable
-Why? So that documents are attractive
*Standardized/House Style easily recognizable logo for example, the logo appears on all correspondence, signs, etc
-Why? So that it is eye catching
-Why? So that it attracts customers
*An easily recognizable slogan reflecting the aims of the organisation, eg. Every little helps (Tesco)
Why? So that it attracts customers
Why? So that it is memorable
Features of corporate image and ways to improve corporate image
-All employees wear an easily recognisable/identifiable uniform/dressed smartly – all employees can be identified from the uniform/colours they wear
Why? So that staff feel part of a business/team
Why? So that the organisation is co-ordinated
Why? So that the organisation looks more professional
-Store layout is consistent/standardised/certain style across all branches
Why? So that it promotes a positive image
Why? So that it is recognisable to customers
Why? So that customers know what to do in the business
-Have a standardised introduction that all staff use when answering phone calls
Why? So there is a consistent response
Why? So that it created customer loyalty
CUSTOMER SERVICE
features of good customer service
— using customer feedback forms
— providing all staff with a customer service policy statement
— ensuring all staff know the products and services offered to customers
— ensuring all customer queries and problems are dealt with quickly and politely — monitoring staff performance
— hiring suitable, friendly and helpful staff
— setting and evaluating staff targets
— ensuring staff follow complaints procedures
benefits of customer service
— customer loyalty
— reduced complaints
— increased profits/sales/decreased costs
— good publicity
— lower staff turnover/less absenteeism
— competitive edge, therefore increased market share
— improved efficiency/increased productivity
— reduced waste
impact of poor customer service
— increased customer complaints
— decreased profits/sales/increased costs
— negative publicity
— higher staff turnover/higher absenteeism
— decreased market share/fewer customers
— lower efficiency/decreased productivity
— increased waste
FILE MANAGEMENT
FEATURES OF GOOD FILE MANAGEMENT
-Back up files regularly
-Update anti virus software regularly
-Use shortcuts to frequently used files or folders
-Password protect files to restrict access
-Create read only files to prevent these being adapted
