Outstanding PD Day for Administrative Teams: Elevating the Customer Experience

1 day
All levels
0 lessons
0 quizzes
0 students

Outstanding PD Day for Administrative Teams: Elevating the Customer Experience

Programme Overview

PD Administrative Skills
Delivery Model Face to Face
What is Included
  • Certificate of attendance.
  • Course material (if applicable)
  • AED 1210 per delegate plus 5% VAT
  • If you would like bespoke in-school training, please contact Rebecca (rebecca@infinitelearning.ae) for more information.
Deadline booking date:

Wednesday 18th January 2023

Date of Training Monday 20th February 2023 
Time (UAE) 8:30am to 3:30pm (UAE Time)
Location Dubai

Target audience

Any school personnel looking to improve their customer service delivery and build great parent relationships:

  • Admissions
  • Registrar
  • Marketing
  • Receptionist
  • Accountant/Bursar
  • Secretaries/PAs
  • Arabic Secretary
  • Admin Support Staff
  • Senior Leadership Teams
Aims of the course

This workshop aims to deliver a combination of skills, knowledge and processes to ensure consistently high communication levels are achieved across all departments. Whether assisting a parent with an enquiry, handling a parent complaint or increasing a parent’s awareness, we discover the skills and confidence necessary to achieve the results you want from your written and spoken communications.

Intended outcomes

This fun and interactive day has been designed to boost Administrative Skills in the following areas:

  • Understanding how a happy, positive mindset achieves a happy, positive outcome
  • Develop skills in ‘effective’ communication through telephone, email, and face-to-face interactions
  • Understanding perceptions, personal impact, and presence
  • Discover how to build stronger parent relationships through emotional and culture intelligence, empathy and understanding
  • Understand how assumptions create misunderstanding and affect relationships
  • Discover the questions and listening skills required to build connections
  • Understand how a positive attitude and behaviour impacts upon your life!

Jules Murray

0.0 Avg Review
Jules Murray is committed to power experiential learning and strives to fully understand the culture, strategy and leadership challenges within the client organisation. Participants are challenged to reflect upon the choices they make and the behaviours and attitudes that often prevent them from getting optimal results. A qualified NLP and Personality Profiling Practitioner, Jules has coached, trained and mentored over 5,000 customer-facing employees helping them to achieve sustainable increases in their customer satisfaction and ultimately sales conversion results. Jules works in all areas of school improvement and leadership development. Areas of expertise are Customer Journey Mapping, Marketing and Admissions, Conflict Management, Performance Development, Adopting a Positive Mindset and Attitude, Cherishing Parent Relationships. She brings great interpersonal skills, humour, challenge and empathy to all her work as well as high quality professionalism. All her courses are firmly rooted in interactive and experiential learning

Programme details:


This programme is designed to take an inside-out approach on the connections and memorable interactions we make along the customer journey. It is intended to promote awareness of best practise, make clear the school’s purpose and to empower people to take customer service into their own hands and shape the environment they wish to work in.

This programme will include practical and interactive exercises, have content which is appropriate and relevant to the roles and responsibilities of the attendees and will be high-energy, interactive, and experiential learning


Topics for discussion will include:

  • Positive personal impact and presence
  • Stereotypes, attitudes, and assumptions
  • Behaviours that determine how we interact with others
  • Strategies for being ‘A Connector with a Purpose’ and how to apply them in our daily routines
  • Celebrating the diversity within the workplace and optimising the different ‘frames of reference’ and perspectives
  • Identifying touchpoints along the customer journey and preparing for emotional connections which make all the difference
  • Telephone and email etiquette which reaches an international audience
  • Developing the agility and resilience to perform consistently in a demanding service industry.
Jules Murray
1 Day