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. |Usually accessed by pressing number 1. – lets you access messages | |Answer phone |left for you by others while you were unable to answer the calls; | | | | | | | |2. |This option tells you there’s another call waiting on the line while| |Call waiting |you are already busy speaking on the phone to someone else; | | | | | | |
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).
1. Answer call within a certain number of rings- usually before 3rd ring. If you're open for business, letting the phone ring may give the impression that you're unavailable. 2. Greet your caller with standard company greeting. Always be polite and use warm and enthusiastic tone of voice. Follow specific scripts on certain calls. 3. Don’t forget to identify yourself and the business. Customers should never have to ask if they've reached the proper business. 4. Don't use slang or jargon.
5. When making calls specify the outcome you want to achieve. Make notes- list of questions or points in logical order. Ask for clarification if unsure. 6. Seek help if you don’t know the answer.
7. Give the best possible information.
Positive image on the phone is a very important aspect. Your voice, your words, your attitude, and your body language all contribute to the image you project. However on the phone the benefit of the visual cues are lost so the person on the other end of the telephone forms an image of you based solely on the tone and quality of your voice, and your choice of words. That’s why positive image on the phone is so important as businesses with quick response times, responsiveness, and respectful customer service representatives will see much more success than the company with poor phone relations.
Section 2 – Understand how to handle mail
1. Explain the purpose of correctly receiving, checking and...
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