OAB 203
Customer Service & Front-Office Skills
Office Administration with Biblical Work Ethic CertificateOffice Administration Certificate24 contact hours8 sessionsCost: No tuition. All materials are provided.
Certificate Enrollment
This course is part of the Office Administration with Biblical Work Ethic. One payment of $997 covers all 4 courses in the certificate.
“Use hospitality one to another without grudging.” — 1 Peter 4:9
The front office is the face of every organization. This course prepares you to be the calm, capable person at the front desk: greeting visitors, answering and routing calls, taking accurate messages, scheduling appointments, handling complaints, managing mail and supplies, and protecting confidential information. You will finish with a front-desk simulation and a procedures manual you can adapt for a real job.
Syllabus
Course Syllabus
| Item | Details |
|---|---|
| Course | OAB 203 · Customer Service & Front-Office Skills |
| Program | Bridge to Opportunity · Office Administration with Biblical Work Ethic Certificate |
| Contact Hours | 24 hours · 8 weekly sessions of 3 hours |
| Format | Online to start; in-person once facility clearance is granted |
| Prerequisites | BTO 102 Workplace Communication. BTO 101–103 must be complete before beginning the certificate. |
| Cost | No tuition. All materials are provided. |
| Instructor | ________________________ |
| Meeting Time | ________________________ |
Course Description
The front office is the face of every organization. This course prepares you to be the calm, capable person at the front desk: greeting visitors, answering and routing calls, taking accurate messages, scheduling appointments, handling complaints, managing mail and supplies, and protecting confidential information. You will finish with a front-desk simulation and a procedures manual you can adapt for a real job.
Faith Integration
Hospitality is a biblical calling. Welcoming people well, especially when they are stressed, confused, or rude, reflects the welcome God gives us. In this course, service is not a lower role; it is where character, patience, and kindness are practiced every day.
Learning Outcomes
By the end of this course, you will be able to:
- Explain the front office's role and create a strong first impression.
- Answer, hold, transfer, and screen calls and take complete, accurate messages.
- Greet and manage visitors using sign-in, badging, and security procedures.
- Schedule and confirm appointments and manage cancellations and no-shows.
- Handle upset customers and complaints using a structured method and appropriate boundaries.
- Process incoming and outgoing mail, deliveries, and office supplies.
- Protect confidential information and follow records and privacy practices.
- Perform a full front-desk shift simulation and write office procedures.
Course Materials
- This student workbook
- Role-play scenario cards and forms provided in class
- Pen or pencil
Weekly Schedule
| Week | Module | Assignment Due |
|---|---|---|
| 1 | The Front Office and First Impressions | Front-Desk Setup Plan |
| 2 | Professional Telephone Skills | Phone Script Guide |
| 3 | Reception, Visitors, and Security | Visitor and Security Procedure |
| 4 | Scheduling and Appointment Management | Scheduling Procedure |
| 5 | Handling Complaints and Difficult Customers | Complaint Log and Reflection |
| 6 | Mail, Supplies, and Office Operations | Office Operations Binder Section |
| 7 | Confidentiality, Records, and Professional Ethics | Confidentiality Pledge |
| 8 | Service Excellence and Front-Office Readiness | Final Project Submission |
How You Will Be Graded
| Component | Weight | What It Includes |
|---|---|---|
| Attendance & Participation | 15% | Being present, prepared, and engaged in discussion and group work (Participation Rubric) |
| Reflection Journal | 15% | Eight weekly entries connecting the lesson to your life and faith (Journal Rubric) |
| Module Assignments | 25% | Eight weekly assignments (Module Assignment Rubric) |
| Module Quizzes | 10% | Eight short quizzes, each given at the start of the next session (Module 8's is given with the final exam) |
| Final Exam | 10% | Given in the last session; covers all eight modules |
| Final Project | 25% | A practical project that brings the whole course together (Final Project Rubric) |
To pass this course: earn 70% or higher overall and attend at least 80% of sessions.
Classroom Covenant
- We begin and end each session in prayer. Participation in prayer is always welcome, never required.
- What is shared in class stays in class. We protect one another's stories.
- We speak with respect, listen without interrupting, and disagree with grace.
- We come prepared, do our own work, and ask for help when we need it.
- We follow all facility rules. Safety and security come first.
- We believe the best about one another and about what God can do.
Support & Accommodations
If reading, writing, vision, hearing, or any other need makes a part of this course harder, tell your instructor privately. Materials can be read aloud, enlarged, or completed orally. Missed sessions can be made up using the module pages. If you are transferred or released, your completed work stays on record and you can finish online.
Welcome
Welcome
The front desk is a place of ministry: every visitor, caller, and coworker who passes by is someone God loves. This companion walks beside you through OAB 203 with weekly readings on hospitality and service, five devotions each week, and a Quick Guide of scripts and checklists for your first front-office job.
How to Use This Companion
- Read the weekly reading after each class session. It takes about 10 minutes.
- Reflect on the questions. These are for you; you do not have to turn them in.
- Meet with God through the five daily devotions between sessions.
- Keep the Quick Guide at the end to carry home after release.
Thy word is a lamp unto my feet, and a light unto my path.— Psalm 119:105 (KJV)
Course Modules
- 1.The Front Office and First Impressions
- 2.Professional Telephone Skills
- 3.Reception, Visitors, and Security
- 4.Scheduling and Appointment Management
- 5.Handling Complaints and Difficult Customers
- 6.Mail, Supplies, and Office Operations
- 7.Confidentiality, Records, and Professional Ethics
- 8.Service Excellence and Front-Office Readiness
Final Project, Rubrics & Final Exam
Course Materials
Materials for this course are coming soon.