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
Allows you to access messages left.
2. Call waiting
Alerts you that another call is waiting, a beep is usually the signal you will hear.
Hannah, the above 2 features are correct but you have copied the explanation of each type directly from the course. Please resubmit this assessment with the features explained in your own words. Please also note that the questions asks for at least 2 examples, so more can be given!
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).
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. If it’s not 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 “ how can I help you today?” Actively listen to their request and ask questions where... [continues]
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