Unit Two Business Administration

Topics: Customer service, Customer, Customer satisfaction Pages: 19 (5884 words) Published: April 29, 2013
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: Allan kereng

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 feature of the telephone system allows several people, who are | |Conference Call |not in the same building or country to have a real time conversation| | |with each other. This feature can serve as a business meeting, very | | |direct, but requires good internet connection if it is done over the| | |internet. | |2. |This feature allows to use abbreviated dialling, instead of dialling| |Speed dialling |the whole number, which can be really long and gives space for | | |misdialling. This feature saves time, more efficient, minimizes the | | |errors of dialling the wrong number. It is used when calling certain| | |people, numbers on a regular basis. |

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). When making/receiving calls from Company lines you always should: -always answer the phone after minimum of two rings but not more than four -great the caller in a professional, courteous manner

-identify yourself and your organisation
-identify the caller
-find out the reason of the call
-find out the name of the person the caller wants to reach -make clear, readable notes or take message
-transfer the call if necessary
-summarize the call to make sure that both you and the caller understood the exchanged information and are satisfied with it -close the call in a polite, professional manner
-never make personal calls, unless you are authorised
While engaged in the call, please don’t forget that you are the face, ambassador of your Organization. Your attitude, helpfulness, professionalism, knowledge will have an impact on the person at the other end of the line. Always offer the possible best customer service, your approach could bring or lose business to your Organization, so it affects you too. Please always be natural and act as you would like people to act towards you. Smiling...
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