Unit two: Principles of providing administrative services Assessment 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. Feature How / when used Answer phone Answer phone is used when there is nobody on the end of the line to take the call it is used to leave a message for the person you are calling. Call back Call back is used to redial an engaged telephone number or extension automatically when the line becomes available. 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). How to use the telephone system - When making calls - Always have the clients information on the screen before calling and the correct job number and details for the call. Plan the call before starting it. Use the right tone of voice and have a positive outlook in your mind. When the call is answered always identify yourself and the company and ask who you are speaking to. Smile whilst talking. If you are not talking to the correct person ask for them. Clearly explain the reason for calling and ask them to confirm their details as per Data Protection Act. Get the job booked in and confirm date and job number back to customer. Thank the customer for their time and ask if there is anything else you can help them with. When receiving calls - Always endeavour to answer within a specified time limit and greet the caller with the personalised greeting that includes your name and ends with a ‘how can I help you today?’ Actively listen to their request making notes of anything that you believe is of importance. Wait for them to finish what they are saying do not interrupt. Let them know what you can do to help them. If you cannot help them see if they are willing to hold while you put them through to the person who can help them. Do your best to make sure that the customer is happy with the outcome of their call remember they called you for your help and they will most likely use the experience you provide to discuss with family and friends, so if you are unhelpful or rude then you could lose out on further potential customers but if you are helpful then the customer is likely to recommend you to others thus increasing customer influx and bringing in more revenue. The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls is to attract and retain customers as well as ensure customer satisfaction. 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 and packages (both incoming and outgoing) is to make sure that it is sent through to the correct department so that the correct person can process it the way they wish to. It also helps to ensure that customers are kept happy and no customers are lost, money is not lost via any means such as having to repost something because it was not correctly sent out in the first place or loss of customers who otherwise may have provided extra net profit through sales. A business is at its most efficient if mail and packages are received, checked and sorted properly. 2. Complete the table below with the following information: At least two examples of internal mail services that are available to organisations, At least two examples of external mail services that are available to organisations Internal mail services: Unsealed, A4-size envelopes (if confidential,...
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