Unit two: Principles of providing administrative services
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Please note that this Assessment document has 9 pages and is made up of 9 Sections.
Name: Amy Waite
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. |This is used by generally pressing the number 1. This enables staff | |Answer phone |to listen to messages that have been left by others. An alert is | | |generally placed on the phone so staff know that messages have been | | |unanswered. | |2. |This is used when you cannot reach the person you are wishing to | |Voicemail |contact. A personal message can be sent and finished by pressing the| | |#key or hanging up. | | | | | | |
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).
• We should ask before making any personal calls.
• If you are making a business call, then we must know the purpose and the reason for the call. • We should always tell our name and the name of the business so the person on the other side has an understanding of the call, by using an appropriate tone of voice. • Always talk in a friendly and professionally manner.
• Answer the call after a very few rings . We should not allow the person to ring for a very long time. • Greet the caller in a pleasant, professional manner such as Good morning/afternoon • You could answer the call if your colleague is not able to take the call then write down the name ,telephone number and the reason for the call.
It is important to give a positive image of yourself and your organisation when making and receiving telephone calls. If you present yourself in a negative manner then this can result in a loss of customers, whereas having a positive professional manner can gain customers. A positive image is created if the caller uses the person’s name, calls are dealt with efficiently and using ‘please’ and ‘thank you’. All calls should be summarised with the customer detailing the key points of the call to make sure no important information has been disregarded....
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