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 www.vision2learn.com 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 | |1. |Allowing customers/clients to leave messages when lines are busy or | | |office is closed. | |Answer phone | | | | | |2. |When a call is answered the staff can read through scripts and get | | |prompts on what information is needed. | |computer telephony integration | | | | |
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 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 needed. Ask the caller to confirm all their details without you saying them first and if booking a job always confirm dates and times and job numbers back to them. Always smile as your voice will show this to them. If you have to put them on hold to find out more information always ask if ok or shall you call them back and try not to keep someone on hold for longer than 1 minute. Once all tasks are completed always ask if you can help them with anything else and when the call is completed thank them for...
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