Unit Two: Principles of Providing Administrative Services

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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.

FeatureHow / when used
1. music on hold

That type of phone is used when a person is placed on hold and the music is played to them. Usually used when calling customer service. 2. transfer

This one enables to transfer a caller to another extension. Usually used at the reception desk where the receptionist can transfer a caller to needed person.

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).

Organisation procedures are a set of agreed policies and ways of working which an employer sets out for employees to follow. Most organisations will have established procedures for making and receiving telephone calls. These will be most useful and important if your role in the business administration department means that you often greet and deal with customers, colleagues and others at the ‘face’ of the organisation.

When making telephone calls examples of procedures could include:

- Where to locate the correct name and telephone extension of whom you wish to call. This may be via a staff directory or phone book - The purpose of making the call (in line with company policies) - How to use the functions of the telephone correctly.

When receiving telephone calls examples of procedures could include:

- How you should answer the telephone and the type of greeting to be given - How to use the functions of the telephone in order to deal effectively with the caller (put them on hold or transfer them to a colleague etc.) - How you should take and record messages

- How you should identify the caller and then transfer the call to a colleague, passing on their information.

It is important that you are able to use the functions of the telephone correctly and follow organisational procedures so that a positive image of yourself and the organisation is given to callers, customers and colleagues. For example, giving a positive image of yourself and your organisation can attract and retain customers as well as ensure customer satisfaction.

Section 2 – Understand how to handle mail

1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing).

Within most office environments there will be a system and set of procedures for handling incoming and outgoing mail and parcels. It is very important for the business that employees keep the rules and policies. They should properly check, sort and with outgoing mail price up that every mail and parcel goes to the right person or department there is no delays and missing items or letters otherwise company could lose customers, income and probably trust people they cooperate with.

2. Complete the table below with the following information:

At least two examples of internal mail services that are available to organisations •At least two examples of external mail services that are available to organisations

Internal mail servicesExternal mail services
1. by the Intranet which may be used to circulate internal mail electronically

1. Royal Mail, the best known external mail service in the UK

2. Inter-departmental collection points s such as pigeon holes or boxes where staff can collect mail relevant to those working within their department. There may also be outgoing postal trays for mail which comes from a department which then needs to be sent from a central office or location

2. courier mail service, they are usually more expensive but...
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