Unit 2 Business and Administration

Topics: Customer service, Customer, Management Pages: 17 (4478 words) Published: June 29, 2012
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.

Name: Josephine Emmett

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 | |Voicemail |Can be shared message boxes where departments can have shared | | |voicemail box. | | |Messages can be retrieved by pressing the message button on the | | |phone keypad then key in the password that your company use this | | |enables the user to listen to messages also messages can be | | |repeated, saved or deleted by pressing certain numbers on the phone | | |keypad. Example: numbers 1 repeat, 2 save or 3 delete. | |2. |Helps forward calls from one extension to another. Most companies | |Call Forwarding |will have different extension numbers for different departments or | | |staffs work desk telephones, for example company manager could be | | |extension 212 so the hold key on the keypad would be pressed first | | |then 212 for the call to be forwarded to the manager’s office. |

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).

Answering telephone calls procedure for the
Volunteer Centre

All staff or volunteers must check answer phone messages first thing in the morning. Sign poster staff must be contacted about any appointments they have for the next day in case there are any cancelations. Start the call with a greeting: example: Good morning or good afternoon volunteer Centre Greenwich Josie speaking how can I help you? Answer within 2 to 3 rings

Always have a pen and paper ready to take any messages.
Speak clearly and politely.
Ask the person who is calling for their name and name of organisation so you can introduce a call to the relevant member of staff who the call is for. Try to answer any queries or resolve any problems where possible. Take a message for any staff that are...
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