NVQ 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: Peter Davies
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. An auto-attendant feature
| This feature consists of a centralized recorded message to greet callers and direct their calls to the destination number they want when they input the ext number
| 2. Call transfer
| The call transfer feature allows you to transfer calls from your number to another number on the same internal system
2. Prepare a brief report; advising people on:
* How to follow organisational procedures when making and receiving telephone calls Answering a call…
- Prepare yourself and focus on the conversation
- It is good practice to have a pen and paper ready to take messages. - Always answer the call promptly and politely. Greet the caller with “Good morning/afternoon - Identify yourself and with the company name and branch, If the speaker does not introduce him/herself, say, "May I ask who's speaking?" - Smile as you talk, (you can hear it in your voice too!)
- Listen carefully to find out the reason the person is calling and respond appropriately - - SECURITY--If the caller requests details about you or others, consider carefully before responding you would be in breech of the Data Protection Act 1998.
Making a call…
- Prepare - Take a moment to prepare before you pick up the phone. Write down the key points you need to cover during the conversation, as well as any questions you need to ask. (Ensure if this is a ‘cold call’ that the person you are calling is not registered with the TPS). - Identify Yourself -Always identify yourself to the person that answers the phone, give your first and last name, If your call will be lengthy and you sense that the person you're calling is pressed for time try to set a better time when you can call back. - Identify Purpose - State the purpose politely and directly, such as, "I received your email this morning and I'm calling to follow up." Try not to get distracted from the purpose of your call by getting into a chat about the weather. - Take Time to Listen - Give the other party time to respond to your points and ask any questions they may have. - Review Call - Before hanging up, review what was accomplished during the call with the other party and be sure you both agree on what should happen next, if the person answering your call has been helpful, thank them for their time. Follow up with agreed outcomes as you may need their business in the future
* The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls. It is vital to convey a positive image of yourself and your organisation when making and receiving calls as it will possibly be the first point of contact with your organisation for the person making the call... On the telephone, the benefit of the visual cues are lost. 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. The timbre, rate, and pitch of your voice contribute to the quality of...
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