Business and Administration

Topics: Telephone call, Customer, Customer service Pages: 7 (940 words) Published: March 3, 2013
Unit two: Principles of providing administrative services


You should use this file to complete your Assessment.
• The first thing you need to do is save a copy of this document, either onto your computer or a disk • Then work through your Assessment, remembering to save your work regularly • When you’ve finished, print out a copy to keep for reference • Then, go to and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number.

Please note that this Assessment document has 9 pages and is made up of 9 Sections.


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 | |Diverting calls |This allows you to divert calls to the appropriate person quickly | | |and efficiently. | | | | | | | |Conference calls |This would allow you to speak to a number of people on the same | | |call. This would help if you need a meeting but can’t all get to the| | |meeting. | | | |

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).

► Be friendly and professional
Always introduce yourself when calling a customer. Let them know who you are and the reason for your phone call. Use professional language

► Be respectful of schedules
Be aware of different time zones if your customers are nationwide.

► Keep interruptions and multi-tasking away
Pick a quiet office away from any interruptions that may occur.

► Be prepared
When you make or receive phone calls, be sure that your work space contains all the information you need to provide to your customer. This may include service brochures, product catalogues, directories, calculators, pen, and paper. You should never put a customer on hold to look for information that should be readily available.

Section 2 – Understand how to handle mail

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

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 |External mail services | |1. |1. | |...
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