Principles of Providing Administrative Services Assessment

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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.

Name: Katrina Baker

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. A hunt group |This is a system that allows a call to be passed through to an | | |available number when the original one is engaged. This is practical| | |when you have a team of people who all have the same skills to | | |enable a customer to be dealt with without having to constantly ring| | |back. | |2. Teleconferencing |This is the ability to talk over the phone to several people at the | | |same time. This can be used when people are spread across long | | |distances and it is more cost effective than trying to arrange a | | |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).


Making and receiving calls is an integral part of the everyday functioning of the business.

It is important whilst on the phone you both sound and behave in a professional manner. This is for the following reasons 1) It ensures that the caller/called can be confident that they are speaking to the business. 2) Reduces complaints

3) Ensures consistency regardless of which department within the business is contacted(ing)

Receiving and making calls

When making and receiving calls please follow the instructions below: Greeting
- Good morning/afternoon/evening (your name) speaking. You are through to (department) how can I help? Making
- Good morning/afternoon/evening, my name is ........ I am calling from (department name). Please can I speak to (customer name/company secretary/finance department) For all calls
- Go through security checks. These will differ depending on department (for my area) o Business name
o First line of address and postcode
o Details of last return
- If the call is to or from a third party (e.g. agent/bookkeeper etc) ensure that a letter of authority/vocal authority (this only lasts for 1 call/specific query) or form 64-8. Ending...
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