I3 Administer and promote business information and support services
This is about the day-to-day administration that enables an effective information and support service, including client records, diaries and bookings, and the events and communications that promote the service. It applies to services delivered in person, online or both.
What you need to show
- I3.1
Set up and update client records in line with legal requirements and organisational guidelines, using your organisation's client relationship management system
- I3.2
Maintain complete, accurate and up-to-date records of client contacts and follow-up
- I3.3
Plan and manage your own and colleagues' diaries and bookings to meet deadlines
- I3.4
Prepare and supply information that tells clients and others about the services available, in print and online
- I3.5
Plan and organise meetings, events and webinars that promote and provide business support
- I3.6
Present the service in a way that clearly explains its benefits to different audiences
- I3.7
Monitor customer satisfaction and contribute to improving the service
What you need to know and understand
- I3.K1
What should be recorded about client contacts and follow-up, and how to use your organisation's client relationship management system
- I3.K2
The data protection and confidentiality requirements that apply to client records
- I3.K3
How to prioritise and balance competing demands, and how to manage diaries and bookings
- I3.K4
How to plan in-person and online events, including resources, accessibility, health and safety, invitations and follow-up
- I3.K5
How to promote services through different channels, including websites, email and social media
- I3.K6
Customer service standards, and how to measure and improve customer satisfaction
- I3.K7
The common problems customers experience and how to solve them
Evolved from
Business Information 3 (Contribute to administering and promoting business information services).