Buisness and Admin

Topics: Telephone, Telephone call, Organization Pages: 13 (3809 words) Published: October 4, 2012
Section 1 – Understand how to make and receive telephone calls

1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used.

How / when used

A voice-mail is used to leave a message on a phone when the person is unable to take the call such as when they are away from there desk or in a meeting. 2. Call Log

Allows you to track and record telephone calls so the person can always look back on who's called in and who they have called out and how long the telephone calls was.

2. Prepare a brief report advising people on:

How to follow organisational procedures when making and receiving telephone calls The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls.

If possible, use specific information from procedures in your own organisation (or one that you are familiar with).

Making and Receiving calls

Summary: Many organisations have procedures and policies when making and receiving telephone calls as this aims to achieve a professional standard when communicating on the telephone.

Following organisational procedures when making and receiving telephone calls.

When receiving calls you become responsible for your reputation and the organisations, when the phone rings make sure it is answered in a couple of rings as the person on the other end could get inpatient and hang up ,when you do answer the telephone make sure you are polite and greet the customer and make sure you have identified the caller ,understood what the caller needed and yo gave him/her the best information possible. When making calls it is a lot easier as you may now what you are going to say such as following a script or simply planning, when you make a call introduce yourself,explain to the person way you are calling and where you are calling from,if you are calling for supplies then have a list of question ready,if you are calling to provide information then have a list of points ready. Always speak clearly and use an appropriate tone of voice and don’t be offended if someone ask you to repeat yourself or speak louder it might just be the line, always end the call on a positive note and thank the person you have been speaking to for there time.

Giving a positive image of yourself and the organisation when making and receiving telephone calls.

Giving a positive image can affect how the business rates and can have a difference between gaining and losing customers,also the way you answer the telephone can affect the image of yourself and that of the business. A positive image is created by answering and ending a telephone call properly,dealing with callers efficiently and always saying please and thank you.


so the purpose of the report was to explain to you about following organisational procedures when making and receiving telephone calls and giving a positive image,and I have found out that is best to follow the procedures of the organisation as its gives a positive outcome to you and the business.

Section 2 – Understand how to handle mail

1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing).

The purpose of correctly receiving,checking and sorting mail is to make sure that everything is in order and that the packages is in good condition and that there is no damage and to date stamp the mail, and that mail has been checked thoroughly and items that to need to be enclosed has been attached as well as mail that need sorted has been according to department, urgency and type of delivery. If the mail is not correctly received or checked or sorted properly then it can have serious consequences for the business and mail result in the loss of customers and loss of money.

2. Complete the table below with the following information:

At least two examples of...
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