Business and Admin

Topics: Customer service, Customer, Receptionist Pages: 12 (3197 words) Published: December 26, 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.

FeatureHow / when used

Feature which is usually used to redial last dialled number. Telephones usually have button for redial. 2.

On hold
On hold feature allow to hold a caller on line while he is redirected to the right receiver.

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).

Organisational procedures involving answering phone calls vary depending on business. Procedure in my place of work includes answering phone call within 5 rings. Greet caller with positive/happy tone of voice, say company name, my name and ask caller how I can help. After finding out caller`s needs either deal with call directly or using switch board redirect caller to the right person.

Phone calls are often part of the first impression for customer. Customer/caller is always calling because they have some issues which need to be dealt with and they expecting business and employees to do so over the phone. Customer’s first impression of business is quite often made over the phone. It is very important

Section 2 – Understand how to handle mail

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

Professional handling of mails is vital within an organisation since it is widely used for transfer of equipment and material in the business. Improper handling of mails could result in loss of business, customers, suppliers and economic losses. This can be due to loss to vital documents, delays in mails, delivered to wrong person, inefficient service being delivered, payment being lost (incoming and outgoing), materials or parts not being delivered on time, dissatisfied customer / supplier which could leave poor image about the organization. Hence making sure that mails are delivered to correct person as soon as possible is vital within a business.

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 servicesExternal mail services
1.Royal Mail: This is most widely used mail service. It offer wide range of mailing options at competitive prices to suit customers’ needs.

2.Intranet: This is more popular means to communicating the messages to large number of people within an organization these days

1.Internal Post: This is used to transfer documents and circulate information around departments and different branches within an organization usually within A4 envelope. Confidential letters are labelled.

2.DHL: This is private courier service which gives high quality service to its customers. It is a bit expensive than Royal Mail but renowned for its service. It also offer wide of delivery options to suit customer requirements.

3. Describe two methods that you can use to calculate postage charges for mail and / or packages.

Postage charges are based on the type of service you require. There are number of factors to consider before calculating postal charges such as urgency of delivery, destination, dimensions, weight, insurance, proof of delivery and tracking service. After answering basic questions such as above, there two way how to calculate postal charges. One of them is comparing two or three service provides and second one is using comparison websites.

Section 3 – Understand how to use...
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